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Customer add comment - when agent not available or off



I need help on this...

- when Agent not available - customer update the comment in the ticket - no response long time - here i need to set rule - automation response stated "agent shift ends  pls contact XXXX" - how to set up..pls any help on this rule share it




2 answers

0 votes

Hi @Lakshmi Narasimhan - Here's a rule that should do the trick:


Quick explanation...

The rule triggers when comment is added.  From there, the current hour is captured in a variable (second screenshot).  Then, an advanced condition verifies whether that hour is greater than 17 (5:00 PM) and adds a comment.  You'll just need to adjust the time zone parameter in the variable and the desired end of day hour for your needs.

Here's the variable so you can copy/paste:


@Mark Segall 


Thanks .. Great to share this steps thanks for all your support and guidance . i will check and update 


Some option like comment is the main section / create variables couldn't found

Mark Segall Community Leader Aug 17, 2022

Oh sorry didn't catch that you're on server.  Instead of using the variable, you could just put the smart value directly into the advanced compare like this:


Screenshot 2022-08-17 at 8.59.09 PM.png

@Mark Segall Thanks again for your valuable support . PF rule set up and advise is this correct?


here i want to check in 5 minutes is this correct : 


and we need to give the current time is 21:00

Mark Segall Community Leader Aug 17, 2022

You changed the format to use "M" which is month.  "H" is hour in the 24-hour format.  

Hi @Mark Segall 

Oh ok then {{comment.created.convertToTimeZone(“India/Chennai”).format(“H”)}} 


currently time is 22:00 after hour i can check the comment status

@Mark Segall  @Jack Brickey 


any advise or step pls

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