Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,295,838
Community Members
 
Community Events
165
Community Groups

Help Customers Respond To Jira Service Management Issues

Jira Service Management queues can become full of issues waiting on the customer to respond.  These issues can make it difficult to see what issues need to be addressed, even worse they take up agent’s valuable time following up on these issues.  You can use a simple SLA and automation to prompt responses and close issues automatically.  Simply create an SLA that will for 4 business days before it is breached.  Then create an automation like the one below. 

This automation will then send an email prompting a response.  If no response is received in 24hrs then the automation will close out the issue.  This will help keep issues out of your queues that are not being responded to. 

Capture.PNG

1 comment

edwin vasquez Community Leader Aug 03, 2021

A lot of times this is the hardest part, getting users to respond. Thanks for sharing your solution.

Comment

Log in or Sign up to comment
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you