Issue reminders / dunning messages

Rodney Sawyer

We would like to setup reminder notification for certain tickets to makes sure they get timely response.

For instance, a ticket goes into a status that needs approval.  Notification initially goes out as the ticket is now assigned to a user... but we would then like notification to be sent out every day to said assignee until they have approved the ticket.  Possibly even speed up...the first week every day, then after that every 6 hours... something like that.  

Does anyone know of a way or plugin to do this?  

MikeyS

JIRA can do this by default using filter subscriptions.  See here.  In your particular case you could make a filter that says:

project = MYPROJ AND assignee = currentUser() AND status = Approval

You could then subscribe a group to that filter, or point everyone who works on those tickets to that filter and have them subscribe themselves.  Unfortunately, there is no way to subscribe a project role.  Note that you would likely want to leave the "Email this filter, even if there are no issues found" box unchecked, so that users will not receive notifications if they have no tickets that match the filter criteria when the subscription is triggered.

As for speeding up the frequency as time went on, that would be possible, but clunky to set up.  You would need separate, mutually exclusive filters and separate subscriptions for each rate.  e.g.

Filter 1 - First week:

project = MYPROJ AND assignee = currentUser() AND status = Approval AND status changed AFTER -1w

Filter 2 - After first week:

project = MYPROJ AND assignee = currentUser() AND status = Approval AND NOT status changed AFTER -1w

You could then set up a daily subscription for Filter 1 and a four-times-a-day subscription for Filter 2.

Disclaimer: While this is one way to do it, there may be better ways to get your users to prioritize their work.