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I need an automation that will send an email one hour after the issue is resolved

Jonathan Tessier

I need an automation that will send an email one hour after the issue is resolved. Here is my automation so far, Timespent = 3 is for my tests.

Time-traking is on and set by default to minutes, I also activated the time-traking permission Work On Issues.

I might be complety wrong here, please help!!

Annotation 2019-05-03 121013.png

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Michael Andolfatto

Hi @Jonathan Tessier ,

I don't think it's possible with out of the box automation using the resolution. The way you have it set up, the resolution changing is the trigger for the rest of the automation. An issue will never be resolved for 1 hour the second it changes to Resolved.

You could use the Time In Status trigger, which could work depending on your workflow.

If Time In Status 'Closed' = 1hr

Matches : {condition}

Then: Send Email

Jonathan Tessier

Thanks for the information, I tried it, the thing is if I don't use "issue resolution changed" the customer satisfaction notification is not sent to the client.

What is going on is when I send a comment and resolving the issue at the same time, the emailed notification as the comment and the customer satisfaction merged together as one notification sent to the client. I would like to have them sent separately.

Not sure I'm clear enough....

Here is what it looks like when both the comment and the customer satisfaction notification merge together.

Annotation 2019-05-03 142115.png

Michael Andolfatto

Service Desk (and now recent versions of Jira Software) will bundle notifications sent within a certain timeframe (I think about 10 minutes or so but I could be wrong about this) That's why you're seeing the email comment and the satisfaction survey in the same email. If you space them apart enough, they should send separately.

So if I'm understanding correctly, you want to keep it that way, but the issue is that the Customer Notifications for Issue Resolved/Issue Transitioned will send an hour before the custom email message.

Unfortunately, I don't think what you're looking for is available out of the box, likely you will need an automation plugin such as Scriptrunner to send the Customer Notifications at a specific time/after an event.

Jonathan Tessier

Thanks for your help

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