How to create a notification by mail to remind ticket?

Austin Lehdonvirta

Hi, we have a need to remind team members that some ticket is hanging on for a long time and needs to be solved ASAP. So we would like to create a notification which is sent by mail to team members.

Is it possible in Jira Service Management? And How?

John Funk

Hi Austin,

Sure, just create an automation rule to send them an email. 

Start with a Scheduled trigger that runs once a day - whatever time of day you like, but maybe 5:00 am or so local time so it is sitting somewhat at the top of their In Box for email. 

Then add a JQL for the trigger - Project = ABC and statusCategory != Done and Created <= startOfDay(-5d) or how many days (or hours even) that you want to base it on. 

Then add an action for Send Email. I assume you want it to go to the Assignee, but you can also add direct emails if needed - just type in the email and then be sure to click the email address before hitting enter of moving to the next section. 

Be sure to use {{issue.key}} in the subject along with anything else. 

In the body, you can use 

<a href="{{issue.toUrl}}">{{issue.summary}}</a> which will show a clickable link to the ticket along with the Summary field.