automation reply comment in JIRA

[Sampath]

Team

I want to set automation reply comment in JIRA Server environment . Pls guide the steps. 

Main purpose is to have , if some agent is OFF , JIRA should check,  if not response more than 1 hours , automatic reply comment to reporters saying  "pls ping to xxx"

Thanks

[Sampath]

Hi @Brant Schroeder 

Thanks for Sharing steps . So far we don't have SLA for service request ticket only incident tickets we have SLA, any possible without SLA can share the steps based on ticket creation date and time Thanks

[Brant Schroeder]

@Sampath You could use Automation to accomplish this.  You would need something to trigger it so I would suggest using an SLA that after one hour when the SLA is breached and it sends an email.  

[Sampath]

Hi @Brant Schroeder 

Thanks for Sharing steps . So far we don't have SLA for service request ticket only incident tickets we have SLA, any possible without SLA can share the steps based on ticket creation date and time Thanks

[Brant Schroeder]

@Sampath You would need to have a trigger to kick off the automation.  You can easily create an SLA for the service request tickets that the automation would run off of.  There is not a trigger for the date created.  Technically you could use scheduled but you would have to write your JQL to only include issues that were created in a specific time frame and it would be hard to determine if there was a response or not.  While an SLA would handle that.

[Sampath]

Hi @Brant Schroeder 

Thanks for your info. As we don't have full control. I have only access to automation rule set up based on our support function and currently it is not possible to get full access due to situation for that reason just checking the trigger function , If reporter response to the comment any update status , if agent not found for more than one hour , auto reply sent that " pls contact IT Help chat"