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 votes

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.

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