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Can custom notifications be setup for a requester?


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?

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Answer accepted

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


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.



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