How to add "time in status" (as a time range not the exact amount of time) as a condition to a rule.

[Ines Büntig]

Hello,

I try to set up a rule in Service Desk to prompt customer for a comment when they did not respond in an expected time and to downgrade the severity automatically as a result.

I want that a noticiation is sent to customer when a request with severity "high" has been in status 'waiting for customer' for >= 2 days and "Time to done" is due in less than 60 minutes. In addition the severity should be downgraded automatically by one level (high --> medium).

Note: There is another rule in place that changes the status from "waiting for support" to "waiting for customer" when replying to customer.

1) When setting up the rule as following:

When this happens: Issue is in "waiting for customer" for 2d

If these match… "Time to done" = remaining(1h) and Severity ="high"

Then do this.. Add comment .. and edit "severity"

?? In my understanding the rule will only pick the cases which matches the exact 2 days in status "waiting for customer" as you cannot provide a time range such as " >= 1 day".

??

2) When Setting up the rule as following than there is no possibility to set up the condition "Time in Status".

When this happens: SLA "Time to done" is due soon (60 min remaining)"

If these match…  status = "Waiting for customer" and Severity ="high"

!! Error message: [CHART] Time in Status is not applicable for the current project and/or issue type.

Then do this.. Add comment .. and edit "severity"

--> Result: This rule will pick all cases due in 60 mins (SLA) with condition "waiting for customer" and "severity high" regardless of how long we have been waiting for customer to reply. 

Is there any way to set this rule up correctly?

[Petter Gonçalves · Accepted solution]

Hello @Ines Büntig

Thank you for reaching out.

Per your description, I understand that you want a notification to be sent to the customer together with the downgrade of his issue when BOTH conditions below are met together:

1 - The issue is in the status 'waiting for customer' for 2 days or more

2 - The SLA "Time to done" is due in less than 60 minutes

Please, allow me to provide you with some concepts so we can know we are on the same page:

As I can see, the thing you are struggling to configure is the trigger of the automation, not the condition. Basically, I believe you want to make sure that the rule will be triggered as soon as BOTH conditions are achieved. To do that, I believe you must configure two automation rules:

- The first one will be triggered when the issue is in 'waiting for customer' for 2 days or more, however, it will only be implemented if the SLA "Time to done" is due in less than 60 minutes.

P.S: To create the rule above, you will need to create one more SLA that will start counting when the issue is in 'waiting for customer' and stop when it is moved from this status, with goal set for for two days.

- The second one will be triggered when the SLA "Time to done" is due in less than 60 minutes, however,  it will only be implemented if issue is in 'waiting for customer' for 2 days or more.

Configuring the steps above, the automation rules will be triggered whenever any of the conditions are met, however, Just when the last both conditions are achieved it will send the notification to the customer. You can achieve both rules using the Jira automation under Project settings > Project Automation triggering them using the Issue SLAs:

Let us know if you have any questions.

[Ines Büntig]

Thanks for your detailed answer. I decided to remove the trigger for the SLA in order to keep the amount of automation rules manageable. 

[Petter Gonçalves]

You are welcome, @Ines Büntig

Let us know if you need help with anything else.