You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
Next: Root
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
Good day,
We currently have a 4 hour response time for all our customers, this means that from the time that we receive a new request until it is actually resolved, we have an agreement with our customers that they will receive responses every 4 hours . I have setup an automated first response once a ticket is logged . Is there a way to measure and/or automatically notify the assignee of the request every 4 hours once the ticket has been moved into "In progress " that they have X amount of time before the next response is needed for the customer ( keeping within the 4 hours response time until resolved ) .
Thank you.
Hello @Mohammed Arafat Naidoo - you can create a new automation with "SLA treshold breached":
And you can an action to either add a new comment inside the issue or to send an email to the person that is assigned to this ticket.
Thank you for the quick response. I would also like to apply this rule to whenever a customer responds, then I would want to initiate another 4 hour response time to that customer comment. Can this also be done under automation ?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
I think it is possible - you should create a new automation that is triggered by "new comment" and add a condition that a person who is commenting = issue's reporter
And finally add an action to add a new comment using smart values. Here you can find another topic about smart values regarding SLAs - https://community.atlassian.com/t5/Jira-Service-Management/smart-value-for-quot-time-to-done-quot-or-time-to-resolution/qaq-p/1813023
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.