Hi, I've been asked to make such settings in the automations:
when ticket is in specific status:
Is this possible how can I set in automations ( or other way) so that reminders would come to the customers on a time i need counting from a moment a ticket moved to a specific status?
Hi @Vera Valshonok ,
This is certainly possible!
You can write an automation rule that runs every day with a scheduled trigger and a JQL query with something like
status = "Waiting for approval" AND status CHANGED TO "Waiting for approval" ON -4d
-> this returns all issues that changed to a specific status 4 days ago, and is still in that status.
You can the add whatever action you might want!
For your rules your trigger may look like:
Hope this helps!
- Tessa
Hey Vera,
You can absolutely set this up in automations, the triggers you'll need are:
From there it's just about conditional logic & actions.
Rule 1:
Rule 2:
status = "Work in progress" AND status CHANGED TO "Work in progress" ON -2d
Hope that helps!
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Hi Vera,
I would use a custom date field that gets populated with a post function (or same automation rule if that's what is being used to send the email) when the issue is moved into that status and the email is sent. You can use an automation rule based on a Scheduled Trigger that runs daily (maybe at 4 am or something).
Then include a series of IF/ELSE Conditions that check now() vs the timeframe of the custom field.
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Within JSM you could create custom SLAs to get the timings right. Automation rules could use those SLA timers as triggers.
Something like: SLA target is 2 days, your b) case will be triggered if the SLA has been breached; SLA will be reset, your c) case again will be triggered if the SLA has been breached and so on.
Also keep in mind to stop the SLA clock if the customer answered :p
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