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One of my clients had asked for a solution for how to send an email to the assignee if the issue had been sitting in a certain status ("Needs Attention") for longer than some specified time. The first thought was to use a filter and a subscription, but that didn't work because the assignees aren't all in the same group and we don't have a Time In Status plugin to get us that information.
We turned to an SLA-based approach. The SLA starts when the ticket reaches the status that we want to watch and completes when it exits that status. We then created an Automation that triggers upon breach of the SLA and sends the email.
The problem with this approach is that the SLA only breaches once. What if we want to send a "nag" email every 4 hours until the issue is moved out of this status? We need some way to reset the SLA as part of our Automation so that the clocks keeps resetting.
Our solution was to create a new status - we called it Reset. We created a transition from "Needs Attention" to Reset and then back to "Needs Attention." In order to make sure that no one would inadvertently use this transition manually, we made it available only to the atlassian-addons-administration group. This way, only the Automation For Jira add on can execute this transition. We added "Enter Status: Reset" to the list of triggers in the SLA that stop the SLA clock.
The Automation itself was simple:
How would you have implemented this functionality? Is there a better solution? Let me know.
C_ Derek Fields