I'd like to set up an automation rule that includes a couple of simple formulas to set customer expectations for our JIRA service desk.
I'm picturing an automated comment when the ticket is created that gives a quick blurb of how many tickets have been received in the past 2 business days and how this compares to our average. It may include a line about what our typical SLA is (no automation/variable required there) and if we've seen a large influx of tickets recently, how that might adjust the customers' expectation.
In other words, I need to know if it's possible to include a formula that pulls the issue count received within a certain time frame, and then compares that to our average issue count. From there, I'd like to include a message that varies depending on the comparison (one for equal to or lower than average number of tickets received, one for higher than average number of tickets received). Any advice?
This is all I've found in terms of variables but it doesn't go as far as I'd like to with formulas: https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html
