Add expected Time to resolution to customer notification email in jira?

[Escalante_ Samantha]

How do I add expected Time to resolution to customer notification email in jira?

[Harshit Grover]

Hi @Escalante_ Samantha ,

Jira uses Smart Values to pull dynamic data into templates, including customer notification emails.

To insert the Time to Resolution, you can use the SLAs Smart Values. (https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/)

The smart value for Time to Resolution typically looks like this:

 {{issue.sla.Your SLA Goal Name.remaining}}

Where Your SLA Goal Name is the name of the SLA you want to reference (e.g., "Resolution Time").

To include the Time to Resolution in a customer email, you’ll need to modify the customer notification template in Jira Service Management.

Go to Project Settings > Customer Notifications in your JSM project.

Select the notification template that you want to modify (for example, Issue Created or Issue Updated).

In the email template, include the smart value for the Time to Resolution. For example:

Dear {{issue.reporter.displayName}},

Your issue "{{issue.summary}}" has been created. We aim to resolve your issue within the time frame specified by our service level agreement (SLA).

The **expected time to resolution** is: {{issue.sla.Your SLA Goal Name.remaining}}.

We will notify you if this changes.

Thank you for reaching out to us!

Best regards,
The Support Team

Replace Your SLA Goal Name with the actual name of the SLA configured in your project (e.g., Resolution Time).

Regards, 

Harshit Grover