Notifications to team when an issue goes past a certain response date

Question

Hi there

We are looking to stop the problem of customer's raising issues and then them being left for too long in our queues without an action.

Is there a way to enable notifications to go to team members if an issue hasn't had an action of some kind within say 24 hours?

Thanks for your help

Don Masten_jzyv5k · Answer

We have been using Automation for JIRA add-on to solve that problem. Rule runs on a schedule, validates against jql and comments on the ticket.

Jack Brickey · Answer

Hi Josh, welcome to the Community. There are two approaches I would recommend here.

Use an SLA - for example there is a default Time to first response SLA which intended to be used just for such a case

Create a filter and subscription - have it defined to look for lastupdated and run say daily and email the team the list