notification/reminders for v 4.5 server

[kimberly ralph]

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?

[Petter Gonçalves]

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:

1. Configure your SLA. in this example, we will use "Time to Resolution".

2. 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.

3. Save this filter

4. Then configure a filter subscription, set the frequency to be the same as that which you used in your JQL filter. You can use "Advanced scheduling (cron)" for more detailed intervals, refer to Receiving Search Results via Email for more detailed information.

There is a feature request for this functionality to be native to Service Desk at:

Ability to define custom durations for SLA triggered events for automation rules 

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:

How to configure notifications for custom threshold before SLAs breach 

Let us know if you have any questions.