How to send recurring notifications until a ticket update occurs?

Question

I know there's a great guide on setting up SLA notifications (JSM Jira Automation: How to Send SLA Breached Noti... - Atlassian Community), and what I've setup so far does work, however, there's a desire to create a recurring notification (every 15min) once the SLA for first response is breached, until the ticket is updated.

I did find a similar post on this, but it seems to be quite old: Recurring notifications on Open Incidents (atlassian.com)

Short of doing something outside of JSM's own automation (using PowerAutomate or something like that), I can't seem to find a way to build out a loop with a 15min delay to do this.

Has anyone found a solution to this, or a similar automation?

Asha Goyal_0i7i5i · Answer

Hello @Harrison (VersaFile)

You can try below steps:

1. JQL Setup:

* Define a JQL query to select the breached time frame.

CF 5h Goal - our main goal is custom field

CF 5m Breached - service additional field which will be triggered before the end of time (breached time)

JQL = project=QA

and "Custom field SLA status[Labels]"=InProgress

and  "CF 10m Breached status[Labels]"= InProgress-Exceeded

* Use JQL advanced search to check your query before automation

2. Create an Automation Rule:

* Select "Scheduled" as the trigger for the automation rule.
* Set the scheduled interval to control how often the automation rule runs.

3. Send Email Notification:

* Use the "Lookup issues" action to check the JQL query result
* Configure the rule to send an email with the result to the relevant individuals or groups.

For further reference here is the link:

https://community.atlassian.com/t5/Jira-Service-Management-articles/How-to-use-Jira-Automation-Rules-with-the-SLA-Time-and-Report/ba-p/2434367

In addition to the above you can also try the below JQL to pull the issues:

project = XYZ AND issuetype = "Incident" AND NOT status changed after -15m

Kindly accept the answer if you find it useful.

Regards