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
4,298,064
Community Members
 
Community Events
165
Community Groups

Send email to customer after set period of time while ticket on hold

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?

1 answer

1 accepted

1 vote
Answer accepted
Jack Brickey Community Leader Aug 07, 2020

There are two ways to accomplish this. 

  • set up automation to run daily and check for issues that are on hold for >24hr
  • set up an SLA that breaches after 24hr in On Hold then use automation to email customer when Breach occurs

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.

Dave Liao Community Leader Aug 07, 2020

@Richard Morgan - when making an automation rule, under "Then do this...", click "+" then choose "Transition issue" to whatever your desired "closed" status is.

Like Jack Brickey likes this

Perfect! Thanks :)

Like Dave Liao likes this

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
WaitingForCustomer-SLA.png

I intend to also apply @Dave Liao description of how to automate closing if no response.

Jack Brickey Community Leader May 27, 2022

Yes that is what you are looking for I think.

Like Mark Ellis likes this

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

241 views 1 9
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