I'm trying to setup a series of stepped automations for reminding a customer "hey we haven't heard from you in a while" on their ticket. Ideally a setup where we remind the user at 5 days, then at 10 days then a final warning at 13 and shut the ticket down at 15 days.
I originally set up automations to key off last update time - but the problem is when you run the 1st one it then updates the ticket. So then the 2nd is further out. etc
And i might be missing something obvious here, so feel free to tell me I'm haring off in the wrong direction.
I was thinking if i could set automation two to run 5 days after the 1st one run, if the ticket didn't have any updates ... and then trigger the following ones the same way. But I don't know if that is an available trigger or something that can be coded.
Hello @Alyse Middleton ,
I see you flagged this question with a Jira Service Management tag so the following solution would only apply to the SLA metrics available in a JSM project, so let me know if this is the correct project type and applies to your setup or if that was flagged incorrectly.
To set this up I would recommend setting up an SLA metric for entering a status such as "waiting for customer", Basically whatever status the workflow is using for the transition that occurs where you will be waiting for a reply from the customer. Set the metric to 120h to equate to the desired 5 days after entering that status for the initial breach event, then add the "Comment By Customer" and "entered status: X" for the final closeout condition when the issue times out and transitions to your "done" or "resolved" or "timed out" status.
Next in the automation rules you will create a rule for each time value and notification, set the trigger event to "SLA threshold breached" and set the following values for each rule
Initial Reply at 5 days after entering the status:
Second reply after 10 days entering the status noting to set the interval to +5 days in the "Breached by more than" variable as that takes the initial 120h + the 5 days from this field for the total of 10 days:
and add the desired comment structure for each, I recommend adding in Smart values to pull contextual information from the request such as the reporter's name, and a link back to the customer portal for any follow up needed, the following example is for day 13:
And for the final rule, add in a transition to auto-close the issue like the following:
Hope this helps and let me know how it goes.
Hi Everyone, In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached. SLA Threshold Trigger The SLA t...
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