Recurring notifications on Open Incidents

Question

I have a business SLA requirement for notification updates to be sent at a regular interval if an Incident is in an open state.

eg. A High Priority Incident will send recurring notifications at 1hr intervals on the current status of the Incident until resolution.

How can this be done in Jira Service Desk?

Looking at the automation rules, I can only create a one-time rule if a status reaches specific time period  (eg. 1hr), but there is no way to make that repeatable for every hour.

Harrison (VersaFile) · Answer

Hi Asha,

Thanks, I will try using the method you provided and then change the 'when' to a recurring time.

Asha Goyal_0i7i5i · Answer

You can try below steps:

1. JQL Setup:

* Define a JQL query to select the breached time frame.

CF 5h Goal - our main goal is custom field

CF 5m Breached - service additional field which will be triggered before the end of time (breached time)

JQL = project=QA

and "Custom field SLA status[Labels]"=InProgress

and  "CF 10m Breached status[Labels]"= InProgress-Exceeded

* Use JQL advanced search to check your query before automation

2. Create an Automation Rule:

* Select "Scheduled" as the trigger for the automation rule.
* Set the scheduled interval to control how often the automation rule runs.

3. Send Email Notification:

* Use the "Lookup issues" action to check the JQL query result.
* Configure the rule to send an email with the result to the relevant individuals or groups.

For further reference here is the link:

https://community.atlassian.com/t5/Jira-Service-Management-articles/How-to-use-Jira-Automation-Rules-with-the-SLA-Time-and-Report/ba-p/2434367

In addition to the above you can also try the below JQL to pull the issues:

project = XYZ AND issuetype = "Incident" AND NOT status changed after -15m

Kindly accept the answer if you find it useful.

Regards

Magnus_5js2vt · Answer

I´m also interested to find a solution for this.