Consider business days to calculate tickets waiting for customer

Question

I want to create an Automation Rule, to send out 2 reminders to a ticket which is waiting for customer.

First Remined after 3 days of it sitting in waiting for customer and second after 5 days and eventually after 7 days close the ticket.

I am able to do it with normal calendar days, but I need it to consider only Business Days.

Is there a way I can use business days in JQL for Status changed query?

Iryna Komarnitska_SaaSJet_ · Answer

Hi @Akhand Pratap Singh

I can advise you to try using the Time Metrics Tracker | Time Between Statuses app developed by my team.

In it, you can measure the time between statuses and generate reports based on these metrics. Yes, the app won't be able to send reminders directly to users. However, you can set time limits for the measurements you configure and receive a notification in the task and via email. This way, you'll know when a task has been delayed for a long time. The calculation is based on work calendars, so non-working hours or days will be excluded.

I hope you find this helpful.

Ayça Erdem_OBSS_ · Answer

Hello @Akhand Pratap Singh

Normally, JQL does not support the use of business days, which makes it challenging to set up automation based on working days alone. However, Timepiece - Time in Status for Jira, developed by our team at OBSS, provides a solution for this.

By configuring your company calendar in the system, you can define your working days, ensuring that the Status Duration Report calculates time spent in statuses based on actual business days, excluding weekends and holidays.

For your use case, you can track how long a ticket has been in the "Waiting for Customer" status while considering only business days. This allows you to monitor when a reminder should be sent or when a ticket is approaching closure based on your defined working days.

Additionally, Timepiece offers a REST API, enabling you to retrieve this information programmatically. By using the API, you can extract the time an issue has spent in a particular status and integrate this data into your own systems or automation workflows.

If you'd like to explore this solution further, feel free to check out Timepiece on the Atlassian Marketplace or schedule a demo with us for a walkthrough of the app's features.

Hope it helps

Ayça

Marc -Devoteam- · Answer

Hi @Akhand Pratap Singh

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.),

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.