Notify the customer of the problem resolution date

Question

Hi, I need to set a notification to the customer about the date of resolution of the problem, when I need a few days or I will start dealing with the request in a few days.
I do this through the available term field When I have a request and set the term I do not see the option to notify the customer, nor in the options of the notifications themselves do I see the option to set such.

I need to add some other field ?

Please help.

Stefan M_wwwxfs · Answer

@Trudy P Claspill

i have my answer :)

field is called duedate

this can be found in :

https://your-domain.atlassian.net/rest/api/3/field

so mail looks like " ur  ticket will be  done in {{issue.duedate.longDateTime}} "

Now I have to find date settings to be in my language :)

Any ideas?

Trudy P Claspill · Answer

Where you have used {{mediumDate}} you need to be specifying the field that contains the date you want to include. "mediumDate" is the format you want to apply to a date field. You have to tell it the date field to use. For example if the date field is named "term" you would use {{issue.term.mediumDate}}

I am less familiar with Jira Service Management built in fields. Can you provide a screen image that shows the "term" field?

Also, can you confirm that the field is not a Custom Field by going to your Custom Fields page and searching for it? If the field is found, then it is a custom field rather than a built in field.

The Custom Field page is found by clicking on the gear icon near your Avatar, then selecting Issues, then Custom Fields.

Stefan M_wwwxfs · Answer

@Trudy P Claspill

The term / date field was set automatically. I did not add another date field just the one that is "built in" when creating a new request form.

My automation looks like this :
The value of the field has changed - the selected date field
then send an email - to the submitter, with the subject "Submission {{issue.key}} has been updated." With the subject line " Your submission will be resolved by {{mediumDate}}. " .

I get an email with the message but no date specified.