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

Custom email alert.

Is there a way to configure an automation to email agents when a customer updates/leaves a comment on a ticket, and they have not gotten a response for 1 hour?

1 answer

1 accepted

2 votes
Answer accepted
Jack Brickey Community Leader Nov 04, 2021

Yes that should be possible. Have you as yet attempted and are stuck?

I'm not sure where to begin with it is the issue!

I was able to make a filter and have specific agents subscribe to a custom filter made for them that will email them all of their tickets that have been updated in the last hour, but this isn't exactly what I'm looking for.

Jack Brickey Community Leader Nov 05, 2021

I would suggest you get familiar with Automation via the docs - automate-your-jira-cloud-processes-and-workflows 

However as I think further on this I would probably approach it differently. I would use an SLA for “customer response”. I would set it to one hour as the response time and it would start when issue was commented by customer and it would stop on some agent action which could be a comment by the agent a transition of the issue etc. Then I would use Automation as follows…

trigger - sla breech

condition - none

action - email appropriate parties 

Suggest an answer

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

JSM Jira Automation: How to Send SLA Breached Notifications

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...

770 views 5 13
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