First Response Automation

Question

Good day

I want to create an automation as follows in jira services

When the incident is created, the client will automatically receive a notification that his incident is being processed and that it counts as the first response so that the sla stops me.

Could you explain to me how I can do it and the steps to follow.

Thank you

Joseph Chung Yin · Accepted Answer

@Juan Carlos Cardenas Padilla -

By default, JSM already handle notification to your customers when they submit a ticket to your JSM project(s).  The out of the box SLA configuration will automatically be executed.

So, I am not sure why you want to create an automation rule to conduct what you have described.  Please provide some more information of your ask, so we can advice you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Paul Wiggers · Accepted Answer

That is quite easy to achieve.

First; disable the Customer Notification that triggers when the issue is created (Project Settings > Customer Notifications)

Then, create an automation that triggers when an issue is created. Let the automation comment on an issue and make sure that the comment visibility is set to "Share with Customer"

Is this what you are looking for?