Cutrom Field (Waiting On): email notification by Assignee/Reporter

We have a custom filed called “Waiting ON” with values “Assignee, Reporter, IT Hold, Vendor Hold and None”.

The requirement is When Waiting ON with value “Assignee”, concern ticket supposed to update by the ticket Assignee. If Assignee is not updated ticket for more than 24 hours an email notification send by the JIRA system to remind Assignee to update ticket. Similarly for Reporter too.

Let me know how to configure this in JIRA system? Where do we specify time entry? The email notification time depends on Priority of the ticket. If the ticket priority is Urgent then email notification should send by system for 6 hours. If it is High its 12 hr., if it is normal 24 hrs. if it is low 2 days. Emails should send during ticket Status: In Progress and Stop until comment made by the assignee or reporter or Status change to Resolved.

Please advise.

1 answer

0 vote

This is quite a complex requirement, so you'll need to do some coding or scripting.

However, I'd have a look at the Service Desk add-on - that implements all sorts of tracking and, most importantly for your case, Service Level Agreements, which allow for emails and updates based on time without having to do any scripts.

If you want to do this in plain Jira, then you will need to look at creating services that do regular trawls through your data to find issues that need updating and trigger whatever those changes are.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Sunday in Agility

You asked for it, so we delivered: images on issues have arrived

A picture tells a thousand words. And agility boards have just released their latest feature: cover images on issues – so now your board can tell a story at first glance. Upload attachmen...

189 views 1 11
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you