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Could I please have some guidance on an Automation requirement in a Customer facing Service Desk

Simon Matthews_s6xtlj

Hello People,

I am a relative newcomer to Jira Service Management and I have set up a Customer Help Desk in JSM which is now live and working well.

I would really appreciate some Automation guidance on being able to notify customers when the Issue status is set as "Resolved" AND it was set to "Resolved" 3 days ago.

The notification to be sent is just telling the customer that the case will be closed in 24 hours if they don't reply. It needs to be sent 3 days after the resolved date to give the customer the chance to test that we have indeed resolved the issue.

Thanks

Accepted answers

Kris Dewachter

Hi @Simon Matthews ,

There are some automation templates that can be used as an example.

This one is a good one to start with:

https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/1357359

The automation rule is executed 1x/dag, and looks for issues in status "Waiting for customer" that have not been updated for 5 days. You can change this JQL so it looks for status "Resolved" instead of "Waiting for customer" and change the timing to 3 days.

You can remove the 'Transition' action from this example.

Best regards,

Kris

Esteban Diaz

Hi @Simon Matthews

I've got a similar scenario ....

My workflow looks like this:

GATX - Auto Close example (1).jpg

And this is my automation ... that runs every hour looking for issues in Resolved status without updates is last 72 hours.

I hope this has been useful to you.
I will be waiting for your comments. 😉

Cheers!

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/

All comments

Kris Dewachter

Hi @Simon Matthews ,

There are some automation templates that can be used as an example.

This one is a good one to start with:

https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/1357359

You can remove the 'Transition' action from this example.

Best regards,

Kris

Esteban Diaz

Hi @Simon Matthews

I've got a similar scenario ....

My workflow looks like this:

GATX - Auto Close example (1).jpg

And this is my automation ... that runs every hour looking for issues in Resolved status without updates is last 72 hours.

I hope this has been useful to you.
I will be waiting for your comments. 😉

Cheers!

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/

Simon Matthews_s6xtlj

Thank you very much Kris for your prompt assistance. I can certainly move forward with this now.
Do you know if it's possible to change the day's input to Business/Support Days or refer to an SLA calendar?

Simon Matthews_s6xtlj

Thank you also Esteban for helping me out so quickly...much appreciated.
If you could contribute to my question to Kris (below) that would be great.

Do you know if it's possible to change the day's input to Business/Support Days or refer to an SLA calendar?

Thanks again.

Esteban Diaz

Hi @Simon Matthews ...

sorry but what do you mean with "change the day's input" ?

Do you refer to Automation execution schedule?

If so, you can configure something like this:

And set on which days you want it to run the automation...

Does it makes sense?

Cheers,

Esteban

Kris Dewachter

Hi @Simon Matthews ,

As far as I know, there is no JQL function to exclude non-working days, or refer to an SLA calendar.

I found an article however that explains how you can build an SQL that excludes weekends.

If this is not sufficient for you, the alternative could be to setup an actual SLA in your Jira Service Management project, and use an automation rule to trigger an action when the SLA time has been reached.

Best regards,

Kris

Simon Matthews_s6xtlj

Hi @Esteban Diaz

Sorry, I should have been clearer...I just wanted to know how I could change the JQL from "not been updated in 5 days" to "not been updated in 5 Business Days".

Thanks again

Simon Matthews_s6xtlj

Thanks @Kris Dewachter

Appreciate your time and assistance.

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