Automatic run a task as a preset date elapsed

[Alex Programmer]

Jira Service Desk version 3.13.2, Jira version 7.10.2

Task: change status of issue from 'Waiting for customer feedback' to 'In progress' after preset Date/Time - to follow-up the issue after the date given by an agent, as he changes the status to 'Waiting for customer feedback'.

To achieve the task:

1. Created a custom field 'Wait for customer until' as Date/Time Picker.
2. Created a SLA:
   
3. Created Automation
   

Where When is:

Automation runs as Project Lead, who is a member of jira-administrators, jira-servicedesk-team, jira-servicedesk-users and has Project Roles 'Administrators' and 'Service Desk Team'.

Result: the automation does nothing. In the log is nothing, but

- after a "Wait for customer until" is elapsed,

- if a comment is added to issue or some other change happens

automation checks the issue, changes the status to 'In progress' and adds the entry to log. But we want the automation does the work itself, without a comment or anything else.

Questions:

What is wrong in my configuration?

Can SLA find an issue and start timer, if "Wait for respond until" < now()? Because it doesn't function by me, I suspect, that it cannot.

[Alex Programmer · Accepted solution]

OK, I have found another approach which functions:

ScriptRunner - Built In Scripts - Escalation service.

I let the script run every 1 hour (Cron expression 0 0 * ? * *)

with JQL: Project = "Name" AND Status = "Waiting for customer feedback" AND "Wait for respond until" < now(),

Action is: 'in progress'.

Attention: there can exist few different transitions with same name e.g. 'in progress'. Note the transition number, which you can find in Workflow.