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SLA breached with Waiting for Customer

Barış Özer

Hello to everyone,

I want 48 hours to start when there is Waiting for Customer status.

I want to send an e-mail to "reporter" after 24 hours.

When the total is 48 hours, I want to close the call as resolved.

How can I do it with Automation?

I tried to do it, it didn't work..

Accepted answers

Walter Buggenhout

Hi @Barış Özer,

If I understand your use case correctly, you are trying to send a email 24 hours before the SLA (of 48 hours) expires.

To do so, in the SLA threshold breached trigger select the second option: will breach in the next 24 hours.

Your current configuration will try to send the email 24 hours after the 48 hour target was passed. By then, you will already have closed the ticket and no email will be sent anymore.

Hope this helps!

All comments

Walter Buggenhout

Hi @Barış Özer,

If I understand your use case correctly, you are trying to send a email 24 hours before the SLA (of 48 hours) expires.

To do so, in the SLA threshold breached trigger select the second option: will breach in the next 24 hours.

Your current configuration will try to send the email 24 hours after the 48 hour target was passed. By then, you will already have closed the ticket and no email will be sent anymore.

Hope this helps!

Barış Özer

Hi @Walter Buggenhout

Yes, you got it right.

There will be 48 Hours SLA period.

But after 24 hours, I want to send an e-mail.

I want the ticket to be resolved automatically after 48 hours in total.

I tried for 5 minutes for the test but it was not successful?

Can you send me a screenshot? I did as you said, it didn't work.

Walter Buggenhout

Hi @Barış Özer,

I am not sure how you can say it did't work after trying for 5 minutes. This trigger fires for tickets based on the SLA timer that is running. If a ticket reaches the 24 hour mark before the end of the SLA, it should activate the rule. If you don't have any tickets that match the exact trigger, nothing will happen.

You may want to use an alternative method based on JQL, but it will never be exact. It would allow you to run from a schedule you can set with e.g. cron expressions and use a JQL filter to select issues with less than 24 hours remaining:

"Waiting for Customer SLA" < remaining ("24h") AND status = "Waiting for Customer""

Depending on the frequency you schedule this alternative, this may lead to your email being sent more than once.

Barış Özer

Hi @Walter Buggenhout

I tested it for 5 minutes. He sent an e-mail after the 5 minutes SLA period expired?

I want it to fire 24 hours after the SLA period starts.

The 48 hour SLA period will start and after 24 hours it should send an e-mail.

Barış Özer

Can someone help?

Barış Özer

Hi @Walter Buggenhout

How are you again?

Can I ask something?

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