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On Jira Service Desk is there a way to set up email response reminders for agents?

I want to set up email reminders for a certain time period after the ticket has been assigned/ acknowledged. As well as future reminders until the ticket is solved. 

3 answers

2 votes
Flavien Gache Community Leader Nov 02, 2020

Hello Clarisse.

You can set up an automation rule for that.

For example, let's say you want this rule to be performed :

If my ticket is in the same state for 24 hours, I want the assignee to be reminded that a ticket has arrived. It will look like this. I let you come back to me if you have problems ;)

Screenshot 2020-11-02 at 14.22.53.png

Like Flavien Gache likes this
Flavien Gache Community Leader Nov 05, 2020

You're welcome. If you don't mind, can you accept my answer please ;) ? Thank you.

1 vote
Dirk Ronsmans Community Leader Nov 02, 2020

Hey @Clarisse Sinnot ,

As you are on cloud you can use the Automation engine to do that.

You could:

  1. Set up a rule that uses a "scheduled" trigger to run every hour/every few hours/every day to query for issues that have not been updated for x amount of time. Then based on the result of that JQL send an email to the assignee.
  2. Another way to do this is to create a dummy SLA that starts counting has a specific goal being your reminder time. Once breached you can then set an automation action to send out the mail.

 

the drawback of 2. is that you need to set up multiple cycles and have an SLA breach multiple times.

For me with the addition of the "Scheduled" trigger in the Automation engine you could use that one  to send out multiple reminders based on your JQL

Hi @Clarisse Sinnot 

Also, you can try SLA Time and Report. It works for Service Desk tickets and Jira Core or Software issues. This app lets you set SLA timer with goals and automated action for issues with branched time goals. These automated actions can be notification, change of status, assigned, or priority.  So I think this app can help you.

Best regards

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