Unassigned Issue Notification automation rule

[Jeevan Kumar K G]

We're establishing an automation protocol for a specific project where if a ticket remains unassigned for over 4 hours, an email notification should be triggered. How can we implement this process effectively?

[Trudy Claspill]

Hello @Jeevan Kumar K G 

You could created a scheduled rule that runs periodically and in that rule run a Lookup Issues action to get a list of the issues that match your specifications:

assignee is empty and not assignee changed after -4h

You can then send that list via email to specified individuals.

Let me know if you are able to construct the rule from that or need additional details.

[Jeevan Kumar K G]

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[Jeevan Kumar K G]

Please have a look at this

[Trudy Claspill]

That will not work.

The trigger you have used is "Issue Created". That means the rule will run immediately after the issue was created. Therefore you JQL condition will never be matched - the issue was just created so the Created value can't be 4 hours in the past.

You need to use the Scheduled trigger.

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Scheduled

Do not include a JQL in the trigger.

Then use a Lookup Issues action to retrieve the issues that are unassigned and have been unassigned for 4 or more hours.

assignee is empty and not assignee changed after -4h

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Lookup-issues

You can then send the list of results from that action in the Send Email action. There is an example in the Lookup Issues action documentation of the syntax to use to get all the issues in the list included in the email.