Automated mail after receipt of a ticket

Question

Is it possible to include a mail notification in the automation when a certain time for the ticket receipt arrives? More precisely: an e-mail is to be sent to the processor during the on-call time from 18:00 to 09:00. I have already set up the classic notification, but I have not yet found the condition for the time Can you help?

Trudy P Claspill · Answer

It is not possible to use the Project's Notification configuration to set up a notification based on the time the issue is created.

You could potentially create an Automation Rule triggered by the creation of the issue, with the rule including steps to check if the current time is outside the normal business hours, and then use the Send Email action to send the email.

I have not tried to work out the details of the steps to compare the current time to business hours. I believe you would need to use date/time formatting commands against the now smart value as well as the timezone conversion function to extract the day of week and time from now, and then potentially set up some IF/ELSE constructs to compare that data to your business hours to determine if the issue has been created outside of them.

Note that you would need to look at the more extensive formatting options listed in the Java documentation page linked at the bottom of the Formats table in the date/time formatting commands link I provided above.

Jens Prokoph · Answer

The scenario is correct.
The business hours: Monday to Friday 8am - 4:30pm (GMT+1)
At all other times, there are colleagues on standby. I write to them by e-mail using their e-mail address.

Trudy P Claspill · Answer

Hello @Jens Prokoph

Let me see if I understand your scenario. Tell me if the following is correct.

WHEN: a new ticket is created

IF: it is created outside of normal business hours

THEN: send an email

If that is correct, I have a couple of questions.

1. To whom should the email be sent? Is that person already specified in a field in the issue, like the Assignee field?

3. What are your normal business hours? What timezone applies? Is that normal business hours for every day of the week, or are the hours different on the weekends?