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JIRA Service Desk daily auto-reminder sent to customer

Alae Loudiyi

Hi,

My Client wants to send a daily e-mail reminder to his customers when the issue (request) is in a special workflow state (for eg. "waiting for customer").

I have read some articles about this and found that there a couple of ways to do it. I'm now wondering what is the best & easy way to do it, with no additional cost?

My client has : JSD 2.5 + JIRA 6.4 with no other plugin

Thank you

Accepted answers

All comments

Sebastian Doman

Hi,

You may try to achieve it through Automation in JSD: I had a similar case, so I made an SLA to reflect the timing from the starting condition, then I created an Automation rule to put a comment to the case whenever this particular SLA was breached. Once the SLA is breached (e.g. 24h in 'Waiting for Customer' state), comment goes in automatically + Customer gets the email notification.

You would have to test & see if this kind of solution is satisfactory for you.

Sebastian Doman

Create an extra SLA (not directly visible Agents in queue), set it to 24h - and you have it (then trigger either 60min before breach or after breach, up to you). What you won't be able to do, is to send as many reminders as your main SLA (e.g. SLA for 1 case: 5 days - so 5 reminders, SLA for 2nd case: 8 SLA - 8 reminders)

The tricky part is with repetitive 'starting' condition when you don't leave the status. But maybe then 'comment to Customer' may solve the case as an another 'restarting' condition.

Alae Loudiyi

The extra SLA will be confusing for the client as the workflow I'm setting is quite complexe. Isn't there a cleaner way to achieve my goal? I can use plugins if necessary. Thank you. Best regards

Alae Loudiyi

Hi, I don't think it solves my problem. In fact the use case is the following : - The issue is in status "Waiting for customer" - The SLA is for example : 5 Days - The client must get a daily e-mail reminder (before the SLA is breached)

Alae Loudiyi

Btw. Thank you Sebastian for your time and effort.

Sebastian Doman

You're welcome mate - I'm just sharing what I applied in my JSD for quite similar aspect :-)

Arpan Mehetre_9q2okq

@Alae Loudiyi did you find any solution for this?

Dwayne Walker_el6on1

for anyone that comes along looking for the same solution I would suggest multiple SLA's.

First the 5 day SLA to track the over all timing.

Second a 1 day SLA that transitions to a reminder status in the workflow

Third a 1 minute SLA that transitions back to the hold state

you can trigger a comment while transitioning to the reminder SLA or when coming back to the hold SLA.

The 5 day SLA doesn't stop unless it goes back to WIP or what ever other status you have in your flow.

The 1 day SLA starts when the status is on hold and stops when going to any other status including the reminder status. This way it resets after every reminder transition. Same with the 1 minute SLA.

I do this for my access request approval workflow, reminds the approvers that they have requests waiting for them to action.