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We have two statuses - Waiting on customer and On hold - for which we would like to send a reminder email to the customer after 24 hours. Is there a way to do that?
There are two ways to accomplish this.
I prefer the later option as it is cleaner and hit precisely on the desired timing.
Yep figured it out thanks! Is it possible to close a ticket automatically after sending an automated email to the customer and not getting a response in 24 hours? I didn't see the ability to change the status.
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@Richard Morgan - when making an automation rule, under "Then do this...", click "+" then choose "Transition issue" to whatever your desired "closed" status is.
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Looks like your suggestion, @Jack Brickey , would also address my needs.
Does this SLA config look correct to achieve
breach IF status is in Waiting for Customer longer than 16 business hours
I intend to also apply @Dave Liao description of how to automate closing if no response.
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Yes that is what you are looking for I think.
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Hi @Jack Brickey ,
May I know which automation tool is this for enabling these rules? I am not Jira administrator, however I am admin to the project.
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I am basically looking for a mechanism so I can have Jira team members receive email/notification as reminders before SLA breaches. Also is it possible to set up multiple SLAs for varying Priorities?
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there is built in automation in cloud - project settings > automation. here is a link to Automation documentation
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