How to add automation rule that sends email notification if task created Off-Business Hours

[Ernest Kurmel]

Hello, I want to create automation rule, that sends email notification for reporter if task is created off-business hours, and in mail message I want to show my customer, when we will start work, so question: if it is possible to show through smart values when my SLA will start running. 
For example today is sunday, and after I created a ticket, autoreply sends me mail like this:
Hello, you have registered request outside working hours, we will start work on 5/17/2023 8:00 AM

The rule should also see holidays that I added in SLA calendar.

Now I have created rule:
1. When: Issue created
2. SLA does not equal 
SLA1 I-V 08:00-18:00
3: Then: Send email 
subject: {{issue.summary}}
Content: Here I want to insert smart value, to show my reporter when our SLA will start work.

[Walter Buggenhout _ACA IT_]

Hi @Ernest Kurmel,

Assuming that you have set up your SLA with an SLA calendar with business hours defined, there is an advanced JQL function that you can use to determine whether an issue is created during those business hours and incorporate that in your automation rule like this:

• Trigger: issue created 
• JQL Condition: "SLA1 I-V" != withinCalendarHours() (see this support article for more information on that function)
• Action: Send email. 

While I haven't found a smart value to read calendar hours from the SLA calendar, I would assume it should be possible to just use conditions to determine what you should include as working hours on the ticket, no? I would suspect that you can use the same conditions you use in your SLA settings to determine the SLA targets for your tickets.

Hope this helps!

[Ernest Kurmel]

Hello @Walter Buggenhout _ACA IT_ ,

Thank you for answer,
The JQL condition that you have written is similar to mine, so it is not necessary for me to change it, because it's working fine.
The one more issue I have is time scope
The automation should not take the lunch time (between 12:00PM to 01:00PM)
How can I define that with JQL filter? 

[Walter Buggenhout _ACA IT_]

Hi @Ernest Kurmel,

If you use an SLA calendar in your JSM project that looks like this:

i.e. you specify your lunch break in the SLA calendar, then you can update your JQL condition to the one I shared previously. It will take your lunch break into account, as the SLA timer will be paused automatically outside office hours.