Automations based on Business/Working Days - Reminders and Auto-Resolve

Jonathan Pisors_2v1yqp

We are trying to set up a few automations once a ticket has been sitting in a "Waiting for Customer" status for x number of business days for our JSM projects. We have been unable to find the correct filter to use in our automation to only look at business days instead of looking at total days. 

Our requirements:

A customer will receive auto-reminders 5 business days, 8 business days, and 9 business days after the agent changes the status to “Waiting For Customer”.

After 10 business days in the “Waiting For Customer” status, the ticket will auto-resolve.

 

We have been trying to use "statusCategoryChangedDate" as part of our query but haven't been able to meet the business day requirement.  

Does anyone know how we can meet our requirements?

Thanks!

Dan Breyen

Hi @Jonathan Pisors if you look in your Project Settings for Automations, there should be a Templates tab.  One of those templates is called "Resolve Issues due to Inactivity".  I used that as my template w/o changing the status to do the calculations to send out a reminder to the reporter if I'm waiting for information from them.

Here's some information on Smart Values, jira-smart-values-date-and-time/ 

I'm no expert on Automations, but that worked for me.  (Using your example) I also needed to use label and use that, so I looked for 3 days after a 5day label was put in for the eighth day, since in theory, they could respond on day 6 which should reset the clock.

You should be able to use the Date Diff to look at Business Days and for your comparisons with the last updated date in your 'Waiting for Customer' status.

Hope that helps.