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How do I configure an automation that runs only on a weekday?

Milo Grika

We have an SLA for assigning a ticket to an agent, but for low-level priorities, this only applies to business days.

I have figured out a way to send an email that the ticket needs to be assigned, but I can't figure out how to get it to run only on weekdays.

I've tried using both JQL and cron but neither are working (for the attached examples, I was simply trying to get it to run today (Monday), before reworking it for Monday–Friday).

Screen Shot 2020-06-08 at 12.57.05 PM.png

Accepted answers

Milo Grika

Support finally got it to work. (Now I don't feel bad as it took them a number of tries to figure it out.)

The trick is to add a JQL match of ["SLA name"] = withinCalendarHours(): Screen Shot 2020-07-22 at 12.46.38 PM.png

All comments

Hernan Halabi - Elite IT Consulting Group

Hello @Milo Grika I'm not sure how to do it directly with automation but I'm thinking that this might work as well.

Setup an sla that works with a calendar with just work days.

Then at automation after a new ticket is created, check if that sla is running. If it is, send the email.

Milo Grika

Great idea, and the email was sent, but unfortunately it also sent after hours when the SLA was paused. I think this is because the SLA isn't configured at the very moment that a ticket is created, but some milliseconds (or more) afterward. So, this technique will probably work for the 50% to breach and 5 minutes to breach emails that we also want sent, but I still have to come up with a solution for new tickets.

Screen Shot 2020-06-09 at 9.28.47 AM.png

Hernan Halabi - Elite IT Consulting Group

Why not just have a queue for these types of requests? Agents might even see it sooner than their email since in theory they are supposed to be working within Jira to manage their tasks?

Milo Grika

They do have queues, dashboard widgets and Slack integration, but the director asked for this so that the agents get emailed with new tickets and tickets 50% to assignment breech and the agents PLUS him (the director) gets emailed on tickets 5 minutes to assignment breech.

Milo Grika

Support finally got it to work. (Now I don't feel bad as it took them a number of tries to figure it out.)

The trick is to add a JQL match of ["SLA name"] = withinCalendarHours(): Screen Shot 2020-07-22 at 12.46.38 PM.png

Tokhirjon Sirojiddinov

Hey people
Does someone know if this work with Jira Service Management standard?
Or it is only for Premium subscriptions?

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