Service Desk: Reminder for pending approval

[Brüse, Bernhard]

Hi there,

we have a working Service Desk project with approvals. I was ask if it's possible to implement a reminder mail to the reporter and approver regarding pending approval after 5 days. I thought about the following implementation:

1. Transition to the same status (Waiting for Approval) incl. a post function "Email this issue" with an according mail template

2. Automation rule based on the following JQL:  status = "Waiting for Approval" and created < -4d and created > -5d. Scheduled every day. Of course, the according "Reminder" transition should be performed on the affected issues.

Regrettably it doesn't work properly. For testing reasons I created a Jira issue filter incl. Subscription to me in order to get notified on affected issues. On the weekend I was correctly reminded to a pending testing issue. Today, I received the filter subcription - but the automation rule wasn't triggered for real approvals.

Do you see any mistakes in my concept or configuration? Or do you have even a better idea for implementation?

Thanks a lot for your help!

Cheers,
Bernhard

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Bernhard,

What is the trigger though on your automation rule?   ANd what does it say when you view the automation log to see if conditions are met?

In our org, I used the app "Extension for Jira Service Desk".  I created a new SLA called "Time to Approve".   When the Time to Approve breaches I trigger a workflow transition that sends an email to the approvers to remind them AND using the App I use their post-workflow function to reset the SLA. 

So that if not approved in 2 hours it will notify again.  IT's pretty effective.

Hope that helps

Susan

[Brüse, Bernhard]

Thanks, Susan. I keep that solution in mind.

Cheers,
Bernhard

[Jack Brickey · Accepted solution]

Your approach seems correct to me. You say it worked for a test issue but not real issue? If so then what is different between the two? Does automation run and if so what do the automation logs say?

[Brüse, Bernhard]

Hi Jack,

thank you very much. I changed the automation rules configuration. Now it works correctly as expected.

Regards,

Bernhard

[Ngoc_Truong]

Hi Bernhard,

How did you accomplish this?  I'm trying to apply the same idea.

[Brüse, Bernhard]

Hi, I am using the following JQL:

status = "Waiting for Approval" and issuetype = "ABC" and created < -4d and created > -5d

Besides, the actor of the automation rule is a system administrator with according permissions in order to perform the issue transition properly.

[hkenny]

Does this post-function of "Email this issue" need an add on? I'm not seeing it. 

I can't see how to chase outstanding approvers only.

[Brüse, Bernhard]

"Email this issue" is a post function provided by Email This Issue App

[hkenny]

Thank you. Shame it's not an in-built option.