Send reminders to Reporter

[AB]

If a JSM ticket is waiting for customer to respond, is there a way to send reminder notification to reporter to comment on the ticket after lapse of certain time period?

[David Friedrich]

Hi @AB ,
You can use SLA for that. Set up a (customer facing) SLA that starts every time when entering status "Waiting for customer". Then define automation rule or rules that send mails to the customer once this SLA is about to be breached.

[David Friedrich]

If you do not want or need an SLA, you could create a simple automation like this;

• Select "Scheduled" trigger:
  • Set it to run at a specific interval (e.g., every 24 hours).
• Add a Condition:
  • Use JQL condition:

    status = "Waiting for customer" AND updated <= -2d

    (This checks if the ticket has been in the "Waiting for customer" status for more than 2 days.)
• Add an Action:
  • Choose "Send email" or "Comment on issue".
  • Configure it to send a reminder to the reporter. Use the smart value:

    
    Hi {{issue.reporter.displayName}},  
    Your ticket {{issue.key}} is awaiting your response. Please provide an update to proceed.  
    Thanks!
    

But unlike a fixed schedule, a SLAs adjust based on when the ticket moves into the “Waiting for customer” status so that the reminder triggers based on elapsed time per ticket, rather than a generic time interval. Also it allows to set different SLA breach levels like:

• First reminder at 24 hours.
• Second reminder at 48 hours.
• Auto-close at 72 hours.

Hope that helps!

[AB]

David thanks for answering! I tried tp follow the steps but not sure if I am missing something here as I don't see the "scheduled" trigger. 

[Rick Westbrock]

Are you on Data Center by chance? That UI looks completely different than what I see in Cloud so maybe the scheduled trigger isn't available in DC.

[AB]

Yes it is Data center, Any workarounds for DC?