Automation for Emails and Closure

Question

I just started using Jira and I am trying to setup some automation to help my team out. I want to setup some automation to automatically email (We already have email through Jira setup) the people attached to a ticket as a reminder to provide a response every couple of days and then at 21 days, if no resposne has been provided, to automatically close the ticket.  The ticket workflow kind of looks like:

Ticket Open
First Response
With Support
Waiting for Customer
Solution Provided
Done

I want the automation to be around Waiting for Customer status and I want it to start each time a ticket is moved to waiting for customer.

Is this possible?  Is there some training that I can be pointed to that would help me set this up?  I'm open to options here, but the goal would be to automate the reminders and the closure if responses are not provided so my team doesn't have to spend time responding to or closing tickets that have not gotten a response.

Victor - Modus Create · Answer

Hi @Nick Brammer ,

From my experience with notifications, you can achieve what you want with Notification Assistant for Jira Cloud:

- https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview

It allows you to have a formatted template to send with each notification.

Hope it helps.

Dan Breyen · Answer

Hi @Nick Brammer welcome to the community!  You can use Automation to do this.  I'm not expert at Automation, but I can give you some preliminary info.  IAs you're on Data Center, I'm not sure if it has templates, but you may have a template that you can work off of.

Here's an article on Automation for reference.

I have a template of 'Resolve issues due to inactivity'. You can run the automation daily. In your case instead of resolving them, you're just going to check for the status of 'Waiting for Customer' and instead of Transitioning it, you can add a comment, which would email the customer.  I then add a label and use that to trigger the next level.

So I send a reminder at 14 days and close it at 28.  My reminder email goes out at 14 days and sets a label of '14days'.  My next automation checks if it's been another 14days and that label is set.  If that's the case, it's been 28 days and I then resolve my issue.  It would take a little bit of coordination, but it's doable.  If they get back to me after I set the label, I do manually remove it.

That gives you at least an idea of how to do something for your situation.  Hope that helps.