Automation email

[Jeremy Tatro]

I am still new to using JSM and trying to learn all the different automation emails that I can send. I currently have a reminder email that will go out to users when the status of their issue has been in the "Waiting on Customer" status for more than 24 hours. This gets send every 24 hours until the issue reaches 5 days and then the ticket will automatically close if it is still in the "Waiting on Customer" status. Here is what I would like to do if at all possible.

I would like the first reminder email to be sent twice. Then one more reminder stating that the ticket is going to be closed if you don't take action. Then have it close on the 5th day.

Example: Issue goes into "waiting on customer" on Monday. Tuesday comes and it is still in that status, so a reminder email goes out, the same thing on Wednesday. On Thursday, I would like a final notice email to go out that says it will be closed if you don't take action. Then on Friday, the ticket closes automatically due to no activity.

Like I said, I have the first part figured out and the auto close email works just fine. Do I need to create a different automation rule for the other email to go out or can I include it in the first email rule and if so, what would the conditions be?

[Frederic Chartrand]

Hi @Jeremy Tatro 

Each time I have to set something like that in place, I use SLA in my project(s).

You could have one SLA for 24 hours, one for 48 hours, one for 96 hours and one for 120 hours. (You need one SLA for each timeframe, setting up more than one goal in a SLA doesn't work).

Ex. : 

• SLA - Waiting for customer - First notice
• SLA - Waiting for customer - Second notice
• SLA - Waiting for customer - Last notice
• SLA - Waiting for customer - Auto-close

The SLA would be triggered by the status "Waiting for customer" and would end when the status change to something else (the linked statuses in your workflow).

And you'd have an automation rule for each SLA. The trigger of this rule would be "When SLA breached" and you choose your SLA and you send an email (and for the last one, you.  transition your issue and send an email)

This way, the trigger is exactly 24 hours or 48 hours etc. Your rule don't need to scan all issues because it's the SLA that triggers it.

Works flawlessly for me.

Hope it helps

Ref. : Create service level agreements (SLAs) to manage goals | Jira Service Management Cloud | Atlassian Support

Have a nice day.

Frederic Chartrand - FMX Solutions - Gold Solution Partner

[Jeremy Tatro]

I will give that a try and let you know how it pans out. Thank you for the guidance. 

[Joseph Chung Yin]

@Jeremy Tatro -

Based on my understanding all automation rule on sending out email notifications are custom to your specific JSM project, so you should work with each project's Administrator for assistance on rule configuration and setup.

The out of the box notifications from any JSM project can be found by accessing each project's Project's "Project settings" >> "Customer notfications" UI (see example link below).  It contains all the notification events out of the box which can be enabled/disabled.

https://<yoursite>.atlassian.net/jira/servicedesk/projects/<your project key>/settings/customer-notifications

For Automation for Jira - Here are the links that you can learn about -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

One thought is for you to setup different SLAs for your JSM project, then you can use the the SLA breached triggering event to create your custom automation rule to send out custom email notification + auto close out the issue actions.  On the other hand, if you don't want to go with the SLA route, then you can setup a "Scheduled" triggering event in your automation rule design and create condition to test against the "Updated"/"Created" fields values to determine if an issue has not been updated since issue creation, afterward design your custom email notification and auto-closed issue action.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.