Ticket Response Email

Question

I have my SLAs set to 40 hours with the 9-5 template applied. That gives me a week to resolve most of my tickets. However, the biggest issue I run into is users not responding to ticket updates. I dont have time to remember to send reminders to everyone that hasnt responded. What I would like to do is setup an automation rule that sends the user a reminder email that they need to respond at certain intervals. Say the user doesnt respond for 48 hours (or 16 business hours in this case) and the automation rule sends them a reminder email asking for an update. I know there is the Notification Assistant for Jira that is a paid service. However, with all of the tools and how powerful Jira itself is, I figured there would be a way to manually automate this. I have looked everywhere within the automation rules and I cannot seem to nail it down.

Olha Onofriichuk_SaaSJet · Answer

Hi, @Jasun Aubert

I understand how important it is to do everything on time and automation via sending reminders to users can really help with this.

I recommend you to try the SLA Time and Report for Jira add-on where you can set SLAs and then send notifications in the comments to a particular user or a group of users to remind them that they need to respond (or finish the task) until the specific time. That’s how it works:

Hope it helps.

Also, this add-on is created by my SaaSJet team, so if you have any questions, I’m ready to help you.

Nithaya · Answer

Hi @Jasun Aubert

I'm Nithaya from the Automation team here in Atlassian. It seems like one way would be to use a "Schedule" trigger to regularly parse the date of the last comment of issues and check if that date is more than 48h.

Unfortunately, there is no way to use the regular JQL to get access to the last comment date. There might be a way with the help of plug-ins like Script Runnner but I cannot guarantee that it will work.

Cheers,

Nithaya.