automation for a reminder on open tickets by my team after x hours

Question

Hi

what is the best way for an automation to remind my team for tickets that came in but were not picked up/responded to (commented and/or assigned) after two hours.

I have this JQL as a base:

(project = "myproject" and ( status = "Waiting for support") and NOT updated <= 2h)

another thing, I have tried  to use the Time to first response as SLA but seem limited in the query.

I want my team to answer the tickets (the first response) under 2 hours .

any other ideas?

Thanks

Olha Onofriichuk_SaaSJet · Answer

Hi, @Emmanuel F-D

I can recommend you SLA Time and Report for Jira add-on which can help in your case.

It allows sending reminders to your team in the comments of the tickets. You can set in Goals when the reminders should be sent. I’ll add a screenshot of how to do this:

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

Fabian Lim · Answer

Hi @Emmanuel F-D

The best way to do this is by creating an sla and combining it with jira automation.  Take a look at this detailed video: https://youtu.be/xxd0BxkZl5c

Regards