My Client wants to send a daily e-mail reminder to his customers when the issue (request) is in a special workflow state (for eg. "waiting for customer").
I have read some articles about this and found that there a couple of ways to do it. I'm now wondering what is the best & easy way to do it, with no additional cost?
My client has : JSD 2.5 + JIRA 6.4 with no other plugin
Create an extra SLA (not directly visible Agents in queue), set it to 24h - and you have it (then trigger either 60min before breach or after breach, up to you). What you won't be able to do, is to send as many reminders as your main SLA (e.g. SLA for 1 case: 5 days - so 5 reminders, SLA for 2nd case: 8 SLA - 8 reminders)
The tricky part is with repetitive 'starting' condition when you don't leave the status. But maybe then 'comment to Customer' may solve the case as an another 'restarting' condition.
You may try to achieve it through Automation in JSD: I had a similar case, so I made an SLA to reflect the timing from the starting condition, then I created an Automation rule to put a comment to the case whenever this particular SLA was breached. Once the SLA is breached (e.g. 24h in 'Waiting for Customer' state), comment goes in automatically + Customer gets the email notification.
You would have to test & see if this kind of solution is satisfactory for you.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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