Create automation rule : send email alert on inactivities

[Kevin Vancrutsen]

Hello,

I would like to create an automation rule in a specific space on our Jira Service Management (Premium) instance. First, here is some information needed to create it:

I have 4 priority levels: "Urgent," "Fairly Urgent," "Non-urgent," and "Depends on constraints"

I will be working with two distinct workflow statuses: “Pending” and “Assigned” and response times based on status and priority:

Priority	Status	Response time
Urgent	Pending	1h
Fairly urgent	Pending	24h
Non-urgent	Pending	1 month
Depends on constraints	Pending	1 month
Urgent	Assigned	48h
Fairly urgent	Assigned	1 week
Non-urgent	Assigned	no deadline
Depends on constraints	Assigned	no deadline

Here’s the scenario:

For each ticket, based on its priority, status, and the resulting deadline, if the deadline is exceeded, send an email to a list of specified recipients.

Could you please help me design this workflow? I must admit I don’t know where to start.

[James Gamble]

Hola Kevin,

@Mikael Sandberg, @Staffan Redelius are pointing you in the right direction here. I’d build this with Jira Service Management SLAs first, then use Automation only for the email alert.

In your JSM project, go to Project settings, then SLAs. Create one SLA goal for this response timer, then add goals based on priority and status. For example, Urgent + Pending = 1h, Fairly Urgent + Pending = 24h, Urgent + Assigned = 48h, and so on. For assigned priorities with no deadline, I would exclude them from the SLA goals.

Once the SLA is tracking correctly, go to Project settings> Automation, then create a rule using the SLA breached trigger. In the rule, choose the SLA you created, then add a Send email action with your recipient list.

Atlassian’s community guide for SLA breached notifications is a good starting point: https://community.atlassian.com/forums/Jira-Service-Management-articles/JSM-Jira-Automation-How-to-Send-SLA-Breached-Notifications/ba-p/1894625.

Let the SLA handle the timing, calendars, pauses, and breach detection, then let Automation send the email when the SLA is breached.

Thanks,

James

[Mikael Sandberg]

If you are using SLA for the response time you can start by looking at the Automation template, there is a flow called When a SLA breaches → send a Slack notification that you can use as a starting point.

[Staffan Redelius]

Hi @Kevin Vancrutsen and welcome!

Have you set up SLA's for respons times listed above?

I think this guide provides the information you need or at least gives you a good start.

https://community.atlassian.com/forums/Jira-Service-Management-articles/JSM-Jira-Automation-How-to-Send-SLA-Breached-Notifications/ba-p/1894625

Best regards,
/Staffan