Automate: sending the same email 3 times or until an action is performed

Question

Hello,

I'm sending price quotations to customers. The first email is sent when the status change for Send quotation.

I will like to send the same email 3 times on a specific schedule. The 2sd email would be sent 48 hours after the first and the third email 48 hours after the second.

If after the first ou second email, the customer accept or refuse the quote, then the email series stop. So the trigger to stop the email sending, would be when he answer YES or NO to the quote, via his JSM portal and submit the form (quotation).

Hope that the explanation is clear.

Thanks for your help.

Emre Karaduman - The Starware · Answer

Hi, @Loic

Yes, it is possible. There are two main approaches:

* Using Jira Automation: You can create an automation rule triggered by the status change to "Send Quotation" and add a "Send Email" action. You can then set up scheduled actions to send follow-up emails after 48 and 96 hours.

* Using Issue Reminder App: If you want to using third party app, Issue Reminders allows you to create reminders directly on an issue. You can set up three reminders—one when the status changes, another 24 hours later, and a third 48 hours later. This ensures emails are sent to specific users or groups at the right time. Additionally, you can configure periodic reminders (e.g., daily, hourly, or monthly) for more flexibility. You can explore Issue Reminder app.

Disclaimer: I work for the vendor who developed this application

Valerie Knapp_dpp5c6 · Answer

Hi @Loic , thanks for your post.

If you are asking for help with the automation, please show what you have so far and explain what you need help with.

I have an automation for a customer that sends one reminder to acknowledge the outcome of a ticket and then, if they don't reply, to close the ticket anyway after 10 days. To achieve this, I created a custom field to indicate that the customer had been notified and then there is another scheduled automation that only closes the tickets that have been notified after the number of days has passed.

It sounds like you would need a similar setup to keep track of how many times the customer has been notified to send the correct number of reminders.

As I said, typically how we work here is that we help you build something or correct an issue you're having, so please show us your work in progress and we will try to give you a hand.

Cheers

Tomislav Tobijas · Answer

Hi @Loic ,

The first thing that comes to mind is adjusting a workflow by having this "Send quotation" status and by configuring it to be approval status (meaning you'd have 2 transitions from it; one being approve and another being decline).

Once that's done, you could either use SLAs + automation (SLA threshold breached trigger) where you could have one or multiple SLAs. For example, if you would have one; you could maybe set the goal for 96 hours, and configure the trigger by selecting 'will breach in the next 48 hours'.

Within the rule, you could then add (optional) conditions and actions to send email.

An alternative way would maybe be to create custom fields for 'timestamps' of when one automation for sending email has been triggered + automation with scheduled trigger within which you could look at the difference between the current time and time set in the 'timestamp' field > if it's more than 48 hours, send email again and set new timestamp (potentially in another field).

This is just what first comes to mind, but maybe there are some alternative solutions for this requirement.

Cheers,
Tobi