Scheduled follow ups or reminders on issues

[Jon Scheidt]

We are moving out of Kayako to JSM. We currently have a mechanism to create a custom follow up on issues to which reopen the issue with a specific status and have it add internal notes or post a reply. Is this possible in JSM?

[Benjamin · Accepted solution]

Welcome @Jon Scheidt .

It can be done. Automation would be the way to go as @Mikael Sandberg has mentioned.

Here's a couple of reference docs to help you along that setup:

https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/automation#overview

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Also, can automated closing a ticket due to inactivity. 

[Mikael Sandberg · Accepted solution]

Hi @Jon Scheidt,

Welcome to Atlassian Community!

Yes that is possible to do with automation. If you go to Project settings > Automation you will find automation templates and one that is is similar to what you want to do would be Resolve issues due to inactivity that you could use as a starting point.

[Jon Scheidt]

Thanks Mikael.  I will review the links provided by Benjamin and the Resolved issues due to inactivity to see what's there.

I will need to be able to trigger it on demand and set custom dates/times per issue.

If the above is not an option, another thought is the ability to create tasks from the issue and linked to the issue that are added to an agents Outlook calendar.

[Benjamin]

Hi @Jon Scheidt ,

You can setup a manual/on-demand trigger or set up jobs as well.

-Ben

[Jon Scheidt]

Excellent! Thanks for the assistance.