does Jira Service Desk version 4.5 server based allow an agent or admin to set up scheduled notifications and reminders to the customer that will open the item in jira for processing?
Hello @kimberly ralph
Thank you for reaching out.
Yes, you can configure scheduled notifications/reminders using filter subscriptions, based on the SLAs of your Jira Service desk issues. These would be the steps:
Configure a JQL filter in your JIRA application per threshold you need notifications for. An example is:
"Time to resolution" <= remaining("15m") and "Time to resolution" != breached()
Set the time ("15m") in the JQL to which you want to be notified. The above JQL gives you issues which still have 15 minutes to be breached.
There is a feature request for this functionality to be native to Service Desk at:
Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.
For more details about this, you can check the documentation below:
Let us know if you have any questions.
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