How to send a slack DM if an issue sits in a status too long

Mara Julin

Our team is noticing that our tickets are sitting in the QA status for a long time. Ideally we'd love to send a Slack DM to whoever is "assigned" to the ticket if the ticket is in the QA status past 48 hours (to remind them that we are waiting on their QA).

Is there a way to have this level of customization? I've seen options for when statuses are moved, etc; but not triggering after a certain amount of time and to send a message to a specific person.

 

Help!

Mikael Sandberg

Hi @Mara Julin,

Welcome to Atlassian Community!

You can do this with automation, but in order to send a DM you would need the Slack ID for the assignee. Instead of using DM you could use a channel and use @ mentions instead, that is how we do it to notify PMs when we have new customer escalations for example.

We do DMs as well, but we have to use an iPaaS tool to do that, in our case we use tray.io for it. The workflow is that the automation triggers a web hook to tray.io and we send over the the user's email address. Then in tray we look up the user in Slack and then send a DM to them.