How to set up escalation email?

[Michael Jo]

Hello,

I am still in the process of learning how to set up JIRA to our specific needs.

I do not understand why basic features sometimes are very well hidden or simply do not exist (such as the customisation of the customer portal or the customisation of notification emails)

Anyway, I am currently looking for a way to easily set up an email notification, that alerts a specific user, when an issue has been opened 7 days ago and not closed yet.

Basically a very simple form of an escalation email.

Any hint/ideas how I can achieve that?

Thank You so much

[Mike Rathwell · Accepted solution]

For this among other methods of escalation/notifications, I added the "Notification Assistant" plugin. Basically anything that can be a JQL query, filter, or event can generate custom email messages. Best tool I got for this purpose ever and it saves me writing and maintaining Groovy scripts.

mike

[Zack Seibert]

If you are using service desk, you can setup an SLA to achieve this, and then use an automation rule to alert you when your SLA has been violated.