Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can custom notifications be setup for a requester?

Edited

Coming from Zendesk there was a notion of automations, which could be setup to create reoccurring ticket notifications to the customer depending on the status of the ticket. Example: Agent replies to ticket asking for more information. To drive closure an automation would run every 48 hours to notify the customer there was an update to their ticket. If a ticket went unanswered for 14 days while in waiting for customer update, an automation would run to close the ticket. 

Does JSM have something similar?

1 answer

1 accepted

1 vote
Answer accepted

This can be done by combining two elements of jira service management

SLAs
Automations

SLAs allow you to measure how long a ticket takes in a particular state.

Automations allow you to send notifications or take actions based on events such as the expiration of an SLA, status changes or user responses.

 

Regards

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,608 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you