Smart Values in Automated Email Notifications

[dianals]

I'd like to be able to include the following values in an automated response to a new ticket submission.

• Ticket ID
• SLA Value of Expected Response
• How many tickets are open at the moment of submission

The Ticket ID seems straight forward and there's another discussion about including SLA values, but I'm not sure if there's a way to show how many open tickets are in the system across all user submissions.

It would be great to be able to give a submitter a sense of how many requests are ahead of them.

[Pablo Vergara · Accepted solution]

Hi @dianals 

Using Jira Smart Values as part of an Automation for Jira rule can achieve the goal you mentioned below. Just remember there is a limitation on the total records a JQL expression can return when used with the "Lookup issues" action.

Reference: https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Automationactions-Lookupissues

• How many tickets are open at the moment of submission

Review the example below:

I hope it helps you.

Best regards,

- Pablo / SSE - ServiceRocket

[dianals]

Thanks @Pablo Vergara this is exactly what I was looking for! I'm so glad to see this exists.