How to send a notification or transition the issue on the date specified in a custom field using automation.

Summary

Customers can have a requirement to reopen the ticket or add a comment to a ticket, or just send a notification to the customer on a specific date. This article helps us to achieve this use case using Automation for Jira.

Environment

Jira Service Management Cloud

Solution

To achieve the use case as described above, please follow the steps and create a new automation rule:

1. Create a Date-type custom field to store the date, when the action should be performed. 

2. Create an automation rule with the following: 

   • Trigger: Scheduled

     1. Run rule every 1 day

     2. Enable the option "Run a JQL search and execute actions for each issue in query"

     3. add a JQL such as 

        1 status = Pending AND "remind on">=startOfDay() and "remind on"<=endOfDay()

        or something like this if using a custom field with date and timestamp:

        1 resolution is not EMPTY AND "reopen date[Time stamp]" <- 0d

        where "remind on", "reopen date" are the names of the date type custom field created in point 1.

• 

• Add the action based on the requirement

1. To transition the issue, use Transition Issue

2. To add a comment, use Comment on issue

3. To send a notification, use Send email

• Save, add a name, and publish the rule.

If you need further assistance, please visit Automation template library or reach out to Atlassian Support