Any useful ideas for JSM automations?

[Berik Irgebayev]

HI,

I was wondering what you guys use automations for in JSM?

Some of the automation rules we use are:

- 1 week and 2 week reminders to customers who have not reacted in the ticket

- Close a ticket when agent choses status "Resolved"

- transition back to in progress when customer adds a comment.

Recently been working on other stuff as well, but I feel like there is much more that can be done. Was wondering if ideas here could help me in some way.

[Lucas Modzelewski _Lumo_]

My favorite setup:

• Automatically resolve tickets after 7 days without a customer response.
• Close tickets after another 7 days, blocking any further edits 

It might seem a bit harsh, but it helps avoid those looong issues with multiple ongoing threads and stops customers from reopening tickets to report new issues... #supportNightmares

About workflow properties: https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/

[Berik Irgebayev]

Hi @Lucas Modzelewski _Lumo_ ,

yeah that is what our 1 and 2 week reminder does. The 2 week one closes the ticket.

[Prachi Bolar]

Hi @Berik Irgebayev 

Welcome to community :)

Please check the below links for the popular templates used across products 

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

- https://www.atlassian.com/software/jira/automation-template-library

- https://www.atlassian.com/software/jira/automation-template-library/jira-service-management

- https://www.atlassian.com/software/jira/automation-template-library/most-popular

Thank You,

Prachi

[Marios Marneros]

Hi @Berik Irgebayev , 
A way you can use automation rules in JSM is by using the SLA breached or about to breach action to send reminders or even escalate requests when an SLA is breached.

If you are using Assets, automation rules can also be very useful.

Let me know if any of these ideas are interesting to you and if you have any other questions!

[Berik Irgebayev]

hi @Marios Marneros ,

Thanks, that SLA breached thing is what I am working on.  I want it to send me an email every time an SLA for time to resolution breaches within an hr or something. Not sure yet if it works. Will test today.

[Marios Marneros]

Great @Berik Irgebayev , let me know if there are any issues with the automation and I can help you troubleshoot it!
Good luck!