Please give a suggestion on these automation tasks details

Jeevan Kumar K G March 13, 2024
  1. Send a notification if a ticket remains unassigned for more than 4 hours.
  2. Notify when any new tickets are assigned based on the client selected under the client field ( to the respective group members), including the assignee, rather than only sending it to the assignee.
  3. Send notifications if the due date has passed and the ticket is still in progress or in the to-do status.
  4. Notify if there have been no updates for more than 4 days for any tickets in the to-do, in progress, or in review statuses. 

3 answers

2 votes
Dan Breyen
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March 13, 2024

@Jeevan Kumar K G  I'm pretty sure most of these automations can be accomplished with a few adjustments by using the Automation Templates.  Go into your Project Settings / Automations and then click on the 'Templates' tab.  For example look at the 'Prompt customer for comment', this could be adjusted for #3 & #4.  

For #1, I don't know how to have it actually check for the 4 hours, but you could run an automation every morning and every afternoon to do a sweep.

I'm not sure on #2,

I'm no Automation expert, but I think that will get you close.  Hope that helps.

1 vote
Collista Lewingdon
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March 13, 2024

1. Send a notification if a ticket remains unassigned for more than 4 hours.

Create a New Rule:

  • Click on "Create rule."
  • Choose the trigger: "Scheduled trigger" or "Issue transition trigger." For this case, you would select "Scheduled trigger."
  • Set the schedule to check every hour.
  • Click "Save."

Define the Condition:

  • Click on "+ Add condition."
  • Choose "Advanced compare condition."
  • Configure the condition to check if the ticket is unassigned for more than 4 hours. For example:
    created <= -4h AND assignee = Unassigned
  • Click "Save."

Define the Action:

  • Click on "+ Add action."
  • Choose "Send email" action.
  • Configure the email notification with appropriate details such as recipients, subject, and message.
  • Click "Save."

Activate the Rule:

  • Review your rule to ensure it's correctly configured.
  • Click "Turn it on" to activate the rule.

2. Notify when any new tickets are assigned to respective group members based on the client selected under the client field , including the assignee, rather than only sending it to the assignee.

Create a New Rule:

  • Click on "Create rule."
  • Choose the trigger: "Issue created" trigger.
  • Click "Save."

Define the Condition:

  • Click on "+ Add condition."
  • Choose "Compare condition."
  • Set the condition to check if the issue has the client selected under the client field. For example: Client = "YourClientName"
  • Click "Save."

Define the Action:

  • Click on "+ Add action."
  • Choose "Send email" action.
  • Configure the email notification with appropriate details such as recipients, subject, and message. To notify the respective group members, you will need to use Jira's smart values to dynamically select the group members.
  • For example, if your group is called "SupportTeam," you can use the smart value: {{issue.assignee.emailAddress}}, {{group('jira-software-users').emailAddress}}
  • This sends the notification to the assignee as well as all members of the "jira-software-users" group. Replace "jira-software-users" with the name of your group.
  • Click "Save."

Activate the Rule:

  • Review your rule to ensure it's correctly configured.
  • Click "Turn it on" to activate the rule.

3. Send notifications if the due date has passed and the ticket is still in progress or in the to-do status.

Create a New Rule:

  • Click on "Create rule."
  • Choose the trigger: "Scheduled trigger."
  • Set the schedule to check at regular intervals, e.g., every hour or every day.
  • Click "Save."

Define the Condition:

  • Click on "+ Add condition."
  • Choose "Advanced compare condition."
  • Configure the condition to check if the issue is still in progress or in the to-do status and if the due date has passed. For example: 
    status IN ("In Progress", "To Do") AND duedate < now()
  • Click "Save."

Define the Action:

  • Click on "+ Add action."
  • Choose "Send email" action.
  • Configure the email notification with appropriate details such as recipients, subject, and message.
  • Click "Save."

Activate the Rule:

  • Review your rule to ensure it's correctly configured.
  • Click "Turn it on" to activate the rule.

4. Notify if there have been no updates for more than 4 days for any tickets in the to-do, in progress, or in review statuses. 

 

Create a New Rule:

  • Click on "Create rule."
  • Choose the trigger: "Scheduled trigger."
  • Set the schedule to check at regular intervals, e.g., every day.
  • Click "Save."

Define the Condition:

  • Click on "+ Add condition."
  • Choose "Advanced compare condition."
  • Configure the condition to check if the issue is in one of the specified statuses (to-do, in progress, or in review) and if there have been no updates for more than 4 days. For example:
    status IN ("To Do", "In Progress", "In Review") AND updated <= -4d
  • Click "Save."

Define the Action:

  • Click on "+ Add action."
  • Choose "Send email" action.
  • Configure the email notification with appropriate details such as recipients, subject, and message.
  • Click "Save."

Activate the Rule:

  • Review your rule to ensure it's correctly configured.
  • Click "Turn it on" to activate the rule.
Jeevan Kumar K G March 15, 2024

Unassigned.PNG

Jeevan Kumar K G March 15, 2024

@Collista Lewingdon @Bill Sheboy @Dan Breyen I have created flow like these and any suggestion this or any correction please

Thank you

0 votes
Bill Sheboy
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March 13, 2024

Hi @Jeevan Kumar K G 

What have you done thus far to try to solve these needs? 

 

If you have started automation rules and they are not working as expected, please post images of your rule, the audit log details, and explain what does not work as you expected.  That will provide context for the community to offer suggestions.

 

If you have not started any rules yet, please note using rules successfully requires learning and experimentation.  This community is for people with similar interests to share information, ask questions, and learn from one another.  This is not a free labor pool to implement automation rules upon request.  And if you only use rules provided by others without understanding them, you will not be able to maintain or fix them in the future.

 

I recommend looking at the template rules and examples, as suggested by @Dan Breyen and try to create one of the rules needed.  Test it, and improve it as you work.  Then repeat that with the next rule.  If you run into challenges, post images of your rule with your questions so the community can help.

To get you started on creating your rule, please refer to these documentation and example sources:

Kind regards,
Bill

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