Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,554,337
Community Members
 
Community Events
184
Community Groups

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. 

1 answer

0 votes
Marcin Wiktor
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Jun 21, 2022

Hello @Mohammed Arafat Naidoo - you can create a new automation with "SLA treshold breached":

Bez tytułu.png

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 ?

Marcin Wiktor
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Jun 21, 2022

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 reporterBez tytułu.png

 

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

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events