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

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

163 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you