I am using automation rule to follow up with end users when their tickets sit for 3, 7 and 10 days then closing the ticket.
I have it working somewhat now with three automation rules with jql checking updated < -3d / -7d / -10d
My issue now is that this automation is only counting days and this includes weekends and our customers wont be replying on weekends typically so I don't want to consider weekends.
When I contact Atlassian support their follow up rules seem to account for business days...
Any suggestions on how I can accomplish follow ups after 3,7,10 business days??
Did you figure this out? What if you created a Scheduled rule that looked for issues that matched JQL that reads when "Created = Now(+3)" etc? The date query would be your trigger?
I am trying to figure out how to do something similar and this is the basis of my solution....
There is no option to trigger this through JQL. You could set up an SLA for this, as it takes your support calendar into account.
Automation then offers you the SLA Threshold Breached trigger to e.g. send an email after 3 and 7 days and close the issue after 10 days.
On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link. We've seen a number of questions already asking for...
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