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Automatically notify customers for issues opened outside working hours

Hey folks, I'm looking for a way to configure automatic email notifications for customers when they open tickets outside of normal working hours. 

I've already set up an SLA Calendar that sets the work hours to our Service Desk hours (8am to 6pm M-F), but I can't make much progress beyond that.

I've tried looking up similar questions from other posters, but most threads aren't much help.

Any ideas would be great. I'd be happy with a plugin that does this as well providing it's not super expensive.

1 answer

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Hana Kučerová Community Leader Dec 10, 2020

Hi @Chris Murphy ,

there is JQL function withinCalendarHours(), which I believe could help you.

Maybe you could create automation rule like - when issue is created and Issue matches: "Your SLA" != withinCalendarHours() , then send email to customers involved.

I didn't tested it, but it seems to me it could work.

Thanks for the help!
I've tried setting it up as suggested, but doesn't seem to be working properly. However I may not have set it up correctly. Would you be able to correct me as to if I've done this correctly?

Steps taken:

  1. Create a working hours calendar for our business hours
  2. Create an SLA titled "WorkHours" with the working hours calendar
    1. Start field is "Issue Created"
    2. Stop field is "Entered Status: Resolved"
  3. Project Settings > Project Automation
  4. Create a new rule with these details:
    1. Run when Issue Created
    2. If issue matches JQL "WorkHours" != withinCalendarHours()
    3. Then: Send email to reported

The rule seems to run, but no action is ever performed. The test calendar hours don't include Monday as a working day, so that's not the issue. I've attached a screenshot of the rule's audit log.

Capture.PNG

Hana Kučerová Community Leader Dec 14, 2020

Hi @Chris Murphy ,

I will check it using my own instance. I'm right you are on server and have Automation for Jira installed on you instance? Which version of Jira Service Desk and AfJ do you have? Thank you!

I'm sorry! I thought I responded to this but I must have gotten busy and missed then, the Christmas vacation. Sincere apologies.

My Automation for Jira version is the latest (v. 7.2.4) , and my Service Desk version is 4.10.0.

Hana Kučerová Community Leader Jan 07, 2021

Hi @Chris Murphy ,

it's ok :-) I've just tested it using AfJ 7.2.4 and JSD 4.8.0.

When I insert some concrete user email into the automation rule, it is working. 

But when I'm sending email to the reporter, it is not working and I can see in the log, that issue did not match the condition.

This is really strange, because the recipient of the mail shouldn't affect the JQL condition.

I will try to find some other solution and get back to you ASAP.

Hana Kučerová Community Leader Jan 09, 2021

Hi @Chris Murphy ,

I was able to make it work, but using the original automation functionality. now the new one (it seems to me there's some kind of bug).

automation.png

The configuration is almost the same. Instead of sending mail I used "Add comment" action, which creates public comment (and based on the public comment the mail to customer is send - "Public comment added" customer notification must be enabled).

Please try.

Still seem to be having some issues unfortunately, after recreating the setup with your suggestions,, the rule simply no longer Executes.

I'll post exact steps once again to verify I've attempted to set this up correctly, as well as screenshots of the SLA rule and the result log:
1. Create a calendar with our working hours titled "Working Hours"

2. Create an SLA titled "Working Hours" with the conditions set to Start on "Issue Created" and to stop when the issue enters "Resolved" status

calendar.PNG

3. Create an automation rule for:
When: Issue Created
If: Issue matches: "Working Hours" != withinCalendarHours()
Then: Add Comment

log.PNG

Hana Kučerová Community Leader Jan 11, 2021

Hi @Chris Murphy ,

please try to add some target to your SLA like - All remaining issues - 2h - Avalon Calendar...

Awesome, that worked, thanks a bunch! Rule is now functioning properly :) Much appreciated!

Hana Kučerová Community Leader Jan 12, 2021

Hi @Chris Murphy ,

great, I'm really happy it worked for you.

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