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Can You Set Auto-Reply Only For Certain Hours?

Brandy Bednorz_zax9jm

Hello,

Admittedly I have not really looked into the customer notifications area, but I was wondering if there was a way to set up an auto-reply that triggers only during certain hours? For example, if my support hours are 9 am - 5 pm, I would want to set an auto-reply for any tickets created outside of those hours that says something like, "Our support hours are 9-5; we will look at your ticket then". Is this possible to do automatically or would it be more of a manual case where we create a template and turn it on when we leave for the day then turn it off when we arrive in the morning?

Accepted answers

Joseph Chung Yin

@Brandy Bednorz -

Welcome to the community. I am not aware of anything out of the box to control the notification based on time slot. However, there are a few ideas that you can consider -

1) Edit the message template against Request Created event via Customer Notifications setup for your project. Where you can include the statement regarding your support hours information.

Here is the reference link on notification configuration for your customer/team - https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

2) Use Automation for Jira to setup rule to send out custom email to your requester. NOTE - I have not setup rule like this as of now, so I am sorry that not able to provide you with further details. The high level basic steps will be as follow -

To create custom email triggers:

From your service project, select Project settings > Automation.
Click on Create Rule
Determine your triggering event (i.e Issue created etc.)
Determine your conditions
Add action - Send email notification

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Brandy Bednorz -

Welcome to the community. I am not aware of anything out of the box to control the notification based on time slot. However, there are a few ideas that you can consider -

1) Edit the message template against Request Created event via Customer Notifications setup for your project. Where you can include the statement regarding your support hours information.