Prompt customer for a response

[Rob]

Hello team...I have a legacy rule that prompt the customer for a response if it is in "waiting on customer" state for 5 business days. I want to move this rule to the new automation scheme ...but alittle unsure how to do that. I have the legacy rule in the attachments... thank you in advance

[Taranjeet Singh · Accepted solution]

@Rob I agree with Bill's suggestion, but what I have used in the past is a JQL query like the below to create similar automation rules for prompting the customers by adding a comment on the ticket:

project = "your project name or key"
 AND status = "Waiting on customer"
 AND updated < -3d

Hope it helps! 

[Bill Sheboy]

Hi @Taranjeet Singh 

I almost suggested using updated and then considered that other changes could have occurred and the issue remain in the same status.  I guess the approach depends upon the specifics of what Rob wants to test to indicate "not changing in last 3 days".

Thanks!

[Taranjeet Singh]

@Bill Sheboy Correct, I agree it depends on Rob's requirements! But I was wondering if the JQL query can further be modified as below to cover that scenario:

project = "your project name or key"
 AND status = "Waiting on customer"
 AND updated < -3d and NOT updated > -3d

[Rob]

is there a way to make this 3 business days?

[Bill Sheboy]

Hi @Rob 

Nope, not with JQL for business days.  This was asked for in the past and marked as "Won't Do": https://jira.atlassian.com/browse/JRACLOUD-21928

But within the rule you can do this by adding a condition to check for greater than 3 business days, such as

{{now.diff(issue.updated).businessDays}}

If the days in the range were weekends the condition would skip them.

[Rob]

Gentlemen...very helpful. Thank you for your support

[Bill Sheboy]

Hi @Rob 

You may want to use a scheduled trigger with JQL, running your rule every day, or more often.  Your JQL could be based upon the status not changed for 3 days.  For example

project = myProject
 AND status = "Waiting on customer"
 AND NOT status CHANGED AFTER -3d

Then use an action to add the comment.

To learn more about the new rules, please see here:

https://community.atlassian.com/t5/Automation-articles/Jira-Automation-all-the-resources-you-need-in-one-page/ba-p/1388465

https://www.atlassian.com/software/jira/automation-template-library#/label/all/1453

Best regards,

Bill