nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Automatically notify customers for issues opened outside working hours

Chris Murphy_h1tlbb

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.

Accepted answers

Hana Kučerová

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.

All comments

Hana Kučerová

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.

Chris Murphy_h1tlbb

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:

Create a working hours calendar for our business hours
Create an SLA titled "WorkHours" with the working hours calendar
1. Start field is "Issue Created"
2. Stop field is "Entered Status: Resolved"
Project Settings > Project Automation
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.

Hana Kučerová

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!

Chris Murphy_h1tlbb

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.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

server

jira-service-management

jira-service-management-server