How to check the status of the linked cases and trigger a warning?

[Rod]

Here is a scenario.

Normal request received in JSD.

Create a new linked issue (causes by) to a Jira s/w project (we have a Jira cloud s/w) for the dev team.

The dev team is supposed to be reading/action on the issue within 2 hours from created time. They did not do so.

Is there any kind of feedback we can read back from Jira s/w that tells us no action is taken and trigger some kind of email or warning? Like if there is 15 minutes before 2 hours then an email is sent to the dev team, label their issue etc.

[Dan Breyen]

If you're on the cloud, you should be able to use Automation between issues and have the automation check the linked issue and trigger an email.   The only catch might be the timing of things.  I'm no expert on automation, but I'm sending emails out when JIRA issues get fixed if they have linked JSM issues to them.