custom mail based on time in status

[Søren Hansen]

Hello everyone.

I want to use scriptrunner to send my customers a custom email. Here I use one of the built-in ScriptRunner workflow functions. I already use it when an issue hits a certain transition in the workflow.

But I would also like to use it when an issue has been in a status for more than 72 hours.

Can i make a GroovyScript in the box "Condition and Configuration" that checks for this.

Example: We have a status called "Quotation at customer", this status is used when a quotation has been sent to the customer. When 72 hours have passed, the system must send a reminder to the customer.

As mentioned, we already use scriptrunner to send custom emails to our customers during workflow transition.

[Valeriia_Havrylenko_SaaSJet]

Hello  @Søren Hansen 

If you are OK to use third party app, for custom emails i suggest you to try Time between Statuses, developed by my company SaaSJet.

In our add-on you will be able to set the Warning and Critical time limits exactly for notify people about issue. 

 
Our add-on is free up to 10 users. Also i'm offering to you a 30-day trial. 

Please, let me know if you have any questions

Hope it helps,
Valeriia

[Ram Kumar Aravindakshan _Adaptavist_]

Hi @Søren Hansen

For your requirement, it would be best to refer to the example available in the Adaptavist Library, i.e. https://library.adaptavist.com/entity/count-the-time-an-issue-was-in-a-particular-status.

The sample above counts exactly how long an issue was in a particular status.

You will basically need to amend the condition to check if the time exceeds 72 hours and add a mail notification.

For the mail notification example, you can refer to this example, i.e. https://library.adaptavist.com/entity/basics-send-email

Please ensure that you upgrade your ScriptRunner plugin to the latest release so you can use the new HAPI feature.

I hope this helps to answer your question. :-)

Thank you and Kind regards,

Ram

[Radek Dostál]

Not in the workflow, since the descriptor is only read/triggered during a transition and no other time.

Typically for this you would need an "escalation service": https://docs.adaptavist.com/sr4js/latest/features/jobs/built-in-jobs/escalation-services#

Which based on interval and jql, you can then do a similar thing as you did in the post-function to send an email.

Alternatively - and probably better because you wouldn't need to maintain groovy code - you could also do this with Automation for Jira, it has a "Scheduled" when-trigger, which is the same thing, and you can decorate the mail in webUI editor, not needing to code it altogether. You do need the "pro" edition for this though I believe, which is bundled with data center.

[Søren Hansen]

Not sure what action to pick. 

I have the JQL Query, but i am unsure on the "Action" and the "Additional issue actions". You mention the  post-function to send an email?