How to send a customized email when an issue has not been closed in 7 hours

[SWAPNIL SRIVASTAV]

I want to send a customized email to a particular team with a particular content. I need to send the email when the issues of a particular issue type have NOT been moved to Close state in 7 hours of their Creation Date.

Could you please guide me how to do so

[PD Sheehan · Accepted solution]

Sounds like you are looking for the Scriprunner Escalation Services:

https://scriptrunner.adaptavist.com/5.7.1.1-p5/jira/escalation-service.html

You could just have the Additional Action add a comment to the ticket (which should generate an email), or else write some custom code to send an email. I have just answered another question about how to do that: https://community.atlassian.com/t5/Jira-Software-questions/Can-we-send-a-customized-email-via-Filter-Subscription/qaq-p/1381971#U1387578

[SWAPNIL SRIVASTAV]

Hello @PD Sheehan ,

Thank you for the reply. Yes, we can use comments to generate that email.

But, since I need to tag users in that comment, could you also let me know how can we fetch the username of users from their display name?

Regards

Swapnil Srivastav

[SWAPNIL SRIVASTAV]

Hello @PD Sheehan ,

Never mind. I figured that out. Thanks anyway

[Boris Berenberg - Atlas Authority]

You could also do something like this using our app Notification Assistant for Jira: https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=server&tab=overview

[SWAPNIL SRIVASTAV]

Hello @Boris Berenberg - Atlas Authority ,

Thank you, but I am trying to do via Script Runner only. I am not looking for any plugins