How to create a Jira Service Desk ticket reminder

[Dave B_]

How is a Jira Service Desk ticket reminder created? Thanks.

[Gil]

Hi @Dave B_ 

I've come across a similar issue and I solved it, but it's not a straight forward approach.

The problem: Remind a support agent that a given JSD issue is in a given status for X amount of days.

In my case, when a support agent has a support issue is status PENDING for more than 3 days, I create a slack notification and Jira message that mentions the assignee. That is the reminder.

To do this, I had to create a custom Jira field that I called 'Status Time' and the values it can take are dates.

Next, I created a rule that stamps this field, each time an issue is transitioning to a given status:

Obviously, you must have this field visible in your issue's screens. (I won't get into how to this in this post).

Lastly, you need to create a rule that runs based on a cron setting and that is looking at this Status Time field and counts against it:

Then:

AND

I hope it helps.

[Dave B_]

I found a Jira Cloud hosting app solution in Atlassian Marketplace called 'My Reminders for Jira'

[Halim Ansari]

Why should I pay on ad-ons for a simple basic feature like set reminder notifications on a date or due date?

In my scenario, I have created an employee exit request which is due in week and need to be notified on that day.

[Tatiana Sokolova]

Hi Dave,

you can check the Add-on developed by our team, which is available for cloud.

You can set the receiver of the reminder, which can be user (or several users) or jira-groups.

I hope you will find it useful!

Tatiana

[Deniz Oğuz - The Starware]

I think you can use "Issue Reminders" add-on. You can set a reminder for any issue, not only service desk tickets. 

PS: I'm the add-on vendor.

[Dave B_]

Do you offer this add-on for Cloud hosting, which is what we are using?

[Deniz Oğuz - Starware]

For cloud you can use My Reminders add-on of Atlassian Labs. 

[Meg Holbrook]

Hey @Dave B_ - can you elaborate on what you mean by reminder? When you say reminder, I think of an email notification that an action needs to be taken - but want to be sure I'm clear with my response. 

[Dave B_]

Hi Meg, 

Correct, a scheduled notification email to the assignee that an action needs to be taken.

[Dave B_]

Hi @Meg Holbrook I'm not sure if you received my reply but I'm replying again in case it fell through the cracks. Thanks.

[Meg Holbrook]

Morning Dave, 

Depending on what you're trying to remind someone of, you can set up an SLA that will expire and then send an email or make a ticket comment. 

If this doesn't meet your needs, there are a number of different automation addons such as Scriptrunner or Automation for JIRA that can accomplish deeper automation.

[Dave B_]

Thanks for your reply @Meg Holbrook 

I'm not sure an SLA approach is ideal because our objective is to conveniently set a reminder/notification for a given number of days from today's date from within any ticket and to notify the Assignee but not the Reporter, perhaps via an internal comment. Thoughts?