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Automations based on Business/Working Days - Reminders and Auto-Resolve

Jonathan Pisors _Alcority_ November 22, 2023

We are trying to set up a few automations once a ticket has been sitting in a "Waiting for Customer" status for x number of business days for our JSM projects. We have been unable to find the correct filter to use in our automation to only look at business days instead of looking at total days. 

Our requirements:

A customer will receive auto-reminders 5 business days, 8 business days, and 9 business days after the agent changes the status to “Waiting For Customer”.

After 10 business days in the “Waiting For Customer” status, the ticket will auto-resolve.

 

We have been trying to use "statusCategoryChangedDate" as part of our query but haven't been able to meet the business day requirement.  

Does anyone know how we can meet our requirements?

Thanks!

4 answers

1 vote
David Friedrich
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November 22, 2023

You can setup a SLA for the "Waiting for Customer" status. 

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

With SLAs you can define a calendar (business days) and also you are able to trigger notifications with the help of automations.

Trigger = SLA threshold breached

Option: will breach in the next xx minutes, hours or days.

 

Example for a SLA for the customer to reply:

image.png

Example for an automation referring to this SLA:
image.png

0 votes
YaritzaCameron
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April 29, 2024

Hey! One trick that's been a game-changer for my small bakery is using automations tailored to working days. There was this one time when we missed a crucial order deadline because it fell on a weekend. Afterward, we started using small business automation tools. Now, we set up reminders that pop up only on business days, ensuring we never miss a beat.

0 votes
Kateryna_v_SaaSJet_
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Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
December 25, 2023
 
Alternatively, You can use a third-party app from the Atlassian marketplace — SLA Time and Report for Jira. There, it is possible to configure SLA goals and automation in one window by setting a trigger in business days, hours, and minutes. With unlimited automation, you can send notifications to Slack, comments on the issue (+ email), and change the task's assignee, status, and priority.
calendar business days 700px.gif
My team developed the add-on, so if you need further help, I will be happy to answer. In the meantime, try it yourself during a free 30-day period.
0 votes
Dan Breyen
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November 22, 2023

Hi @Jonathan Pisors _Alcority_ if you look in your Project Settings for Automations, there should be a Templates tab.  One of those templates is called "Resolve Issues due to Inactivity".  I used that as my template w/o changing the status to do the calculations to send out a reminder to the reporter if I'm waiting for information from them.

Here's some information on Smart Values, jira-smart-values-date-and-time/ 

I'm no expert on Automations, but that worked for me.  (Using your example) I also needed to use label and use that, so I looked for 3 days after a 5day label was put in for the eighth day, since in theory, they could respond on day 6 which should reset the clock.

You should be able to use the Date Diff to look at Business Days and for your comparisons with the last updated date in your 'Waiting for Customer' status.

Hope that helps. 

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