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Service Desk: Reminder for pending approval

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

 

2 answers

2 accepted

1 vote
Answer accepted

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

Thanks, Susan. I keep that solution in mind.

Cheers,
Bernhard

0 votes
Answer accepted
Jack Community Leader Nov 06, 2018

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?

Hi Jack,

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

Regards,

Bernhard

Hi Bernhard,

 

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

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.

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.

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

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

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