send reminder email to assignee for tickets still not updated

[Rajae Bakkali]

I have set up an automation rule in Jira that is intended to send a reminder email to the assignee of any issue that has been in the "In Review" status and has not been updated for more than 10 days.

Here is what I configured:

• Trigger: Scheduled (daily)

• JQL:
  project= (my project) AND status = "In Review" AND updated <= -10d 

• Action: Send email to the issue assignee
  (I have also added myself in CC to monitor whether the email is being sent)

Unfortunately, I am not receiving any emails, so I think it doesnt work.

What did I do wrong? 

Thanks a lot.

[Karan Sachdev]

Hey @Rajae Bakkali

Here are a few common reasons for not receiving notifications:

1. You don't have access to view the work item(s).

2. Your email is added to suppression list.

Could you please confirm if you're getting regular emails for the work item you tested in your rule?

On a side note, with this approach, your rule will send one email per work item to the user. So lets say a user has 10 such work items, they will get 10 emails.

Instead, you can send a single email to the assignee for all the issues that are pending updates in a given duration. You may check this alternate approach here: https://support.atlassian.com/jira/kb/automation-to-send-a-single-email-to-assignee-when-multiple-issues-are-due/

Thanks!

[Rajae Bakkali]

Hi Karan, Thanks for your support. I followed the steps from the link you shared, but I’m still not receiving any emails. Could you please clarify what you mean by my email possibly being on the suppression list? I suspect this might be the case, as I don’t receive any Jira notifications either when someone mentions me. Just to confirm – I do have access to view the tickets. Thank you!

[Rajae Bakkali]

[John Funk]

Hi Rajae,

I assume you are putting the JQL in the JQL box because it is empty in your image above. 

The next thing I try is to go to the Search all issues (or Filter) and put in your JQL there to see if it returns the issues you are expecting. If not, then tweak the JQL as necessary until it returns what you want. 

Then plug that JQL back into the rule and Update it. Then click the 3 dots menu and select Run now to run the rule and see if you now get the email. 

[Rajae Bakkali]

Hi John, 

the JQL field is actually filled in — I had just blacked it out in the screenshot.

Thanks.

[John Funk]

Did you do my suggestion of putting the JQL in the search to see if it returns something? 

[Rajae Bakkali]

yes there where tickets visible for this filter

[John Funk]

Great - then did you run the rule immediately to see the results? 

[Rajae Bakkali]

yes, but unfortunately it doesn't work. I dont know why