Receive Notification When Issue Has Changed to "Waiting for Customer" 3 Times

[Lindsay Czopur]

Our Jira Service Desk team wants a notification sent when issues go beyond 3 interactions with a customer.  This would essentially mean it would trigger a notification when the issue entered into the status "Waiting for Customer" for the third time.  Is there a way to use Automation Lite to do so?

[John McKiernan · Accepted solution]

Hi Lindsay, 

Yes, this is possible but needs a little bit of magic! I'll set the manner out below, followed by a screenshot showing it in action. 

• Trigger: When issue transitions to "Waiting for Customer" 
• Action: Set entity property (entity = Issue, Property key = 'Time waiting for customer' and Property Value = {{#increment}}{{issue.properties.Time waiting for customer}}{{/}}
• Compare Condition: {{#=}}{{issue.latest.properties.Time waiting for customer}} >= 3{{/}} Equals to 1
• Action: Then send email. 

*One thing to note is that the compare condition is not available for Automation Lite for Jira Server. You could use a JQL condition instead but it would mean you need to create a custom field first (rather than create a property like we have). 

I hope that helps!

John 

[Lindsay Czopur]

That's awesome, John!  Thanks for the help!