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How to create a Jira Service Desk ticket reminder

How is a Jira Service Desk ticket reminder created? Thanks.

5 answers

I found a Jira Cloud hosting app solution in Atlassian Marketplace called 'My Reminders for Jira'

0 votes
Meg Holbrook Community Leader Sep 03, 2019

Hey @Dave_B_ - can you elaborate on what you mean by reminder? When you say reminder, I think of an email notification that an action needs to be taken - but want to be sure I'm clear with my response. 

Hi Meg, 

Correct, a scheduled notification email to the assignee that an action needs to be taken.

Hi @Meg Holbrook I'm not sure if you received my reply but I'm replying again in case it fell through the cracks. Thanks.

Meg Holbrook Community Leader Sep 05, 2019

Morning Dave, 

Depending on what you're trying to remind someone of, you can set up an SLA that will expire and then send an email or make a ticket comment. 

If this doesn't meet your needs, there are a number of different automation addons such as Scriptrunner or Automation for JIRA that can accomplish deeper automation.

Thanks for your reply @Meg Holbrook 

I'm not sure an SLA approach is ideal because our objective is to conveniently set a reminder/notification for a given number of days from today's date from within any ticket and to notify the Assignee but not the Reporter, perhaps via an internal comment. Thoughts?

Hi @Dave_B_ 

I've come across a similar issue and I solved it, but it's not a straight forward approach.

The problem: Remind a support agent that a given JSD issue is in a given status for X amount of days.

In my case, when a support agent has a support issue is status PENDING for more than 3 days, I create a slack notification and Jira message that mentions the assignee. That is the reminder.

To do this, I had to create a custom Jira field that I called 'Status Time' and the values it can take are dates.

Next, I created a rule that stamps this field, each time an issue is transitioning to a given status:

2019-09-09 10_27_47-Project automation - Jira.pngObviously, you must have this field visible in your issue's screens. (I won't get into how to this in this post).

 

Lastly, you need to create a rule that runs based on a cron setting and that is looking at this Status Time field and counts against it:

 

1.png

 

Then:

2.pngAND

3.png

I hope it helps.

I think you can use "Issue Reminders" add-on. You can set a reminder for any issue, not only service desk tickets. 

jira-issue-reminder.png

PS: I'm the add-on vendor.

Do you offer this add-on for Cloud hosting, which is what we are using?

For cloud you can use My Reminders add-on of Atlassian Labs. 

Like Gil likes this

Hi Dave,

you can check the Add-on developed by our team, which is available for cloud.

You can set the receiver of the reminder, which can be user (or several users) or jira-groups.

 

I hope you will find it useful!

Tatiana

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