Automatic email reminders

Question

Is there any documentation available about how the email reminders can be triggered to customer on a specific workflow state. For e.g, if the state = "Pending on Customer" or "Additional Info needed" and if customer did not provide the same within 24Hrs then can be send out a reminder?

I read in here - JIRA Service Desk daily auto-reminder sent to customer to create a SLA for customer and trigger the notification on SLA breach. But I not quite sure how to reset the SLA clock back(since I want the reminder be sent thrice before closure)? Also, how to hide it from agents queue.

Also, the post above is quite old. Is there a new way available to do this? Please help. Thanks.

Christian Radwanski · Answer

Haven't logged in for a while, this is easily achieved by creating 3 statusses.
E.g. First reminder, second reminder, third reminder.

Under project settings automation:
SLA time remaining = breached - if issues matches status "first reminder - then transition to "second reminder" and "send email" (insert message here).

Secondly you will also need to add an automation in the same area for when a user replies, it will transition from the reminder statusses to for example "response received" to stop the SLA timers. This will also make it noticeably easier for service desk to recognize responded to tickets.

Hope this helps you guys out, thats how I have done it.

Johnny Chin_m2ed02 · Answer

We too want to have these automated reminders ... or even some way of getting notified of "Internal comments"

Christian Radwanski · Answer

I am having the same issue, transitioning a ticket to another state upon comment is easy. But the functionality to send a reminder every 24 hours 3x does not seem to exist. Does anyone have an update on this?, this is standard service desk practice in case a client does not respond?.