Automation to send mail with issues that are 11 days in a Status

[Arun Unnikrishnan]

Once an issue is transitioned to Awaiting Customer, on 14th day the issue will expire in ServiceNow ( there is an integration). We need to notify the project team before 3days (that is on 11th day) that issue will expire in next three day.
In Jira, we need a automation which can send a mail everyday checking for the above criteria that is if any issue is expiring today + 3 days, email with list of all issues should be sent today.

[Trudy Claspill]

Hello @Arun Unnikrishnan 

You can do this by using a Scheduled trigger. Don't provide a JQL in the trigger.

Within the rule use a Lookup Issues action with this JQL

status="Awaiting Customer" and status changed to "Awaiting Customer" on "{{now.minusDays(11).jqlDate}}" 

That will give you all the issues that changed to the specified status 11 days ago and are still in that status.

You can then use a Send Email action to send the list of issues to the desired recipients.

One thing the JQL does not address is if the issue changed statuses after 11 days ago and is again in the specified status.

In the "View all issues" screen a JQL like this works

status="Awaiting Customer" and status changed to "Awaiting Customer" on "2023/09/01" and status not changed after "2023/09/01"

When I try the above in the Lookup Issues action, with the smart value I showed in my first example, I get an error. I haven't figured out why yet.

[Arun Unnikrishnan]

I have tried this but it's not working. I'm not getting any results for the query. Shows error. 

[Trudy Claspill]

Please show the details of your rule, the Lookup Issues step, and the output in the Audit Log.

[Arun Unnikrishnan]

the query doesn't return any result rather shows error. 

[Trudy Claspill]

The screen image you provided shows the filter in the "View all issues" screen. You can't use smart values (the element in the curly braces) in that screen. There you would need to replace the smart value (including the curly braces) with an explicit date value to retrieve results.

Also please show us the details of the Lookup Issues action from your rule. Based on what you show in the image you did provide I think the JQL you have in the action is wrong.