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Setup email reminders for remediation team based on SLA's

Hello All,

We need to set up a reminder for the remediation team based on SLA's such that they will be notified and workaround based on Issue Severity data with the expected response time, let's go with the following requirement.

Issue Severity with the expected response time. (Time the remediation team has to resolve the issue)

  • Critical:               24 – 48 Hours (Critical after 36 hour – send email)
  • High:                   2 Weeks (High after 10 days – send email)
  • Medium:             1 Month (Medium after 21 days – send email)
  • Low:                    2 – 3 Months (Low after 60 days – send email)

For example, if a JIRA issue is created on Jan 1, 2020 at 13:00, then if the issue is still in the "In Progress" state after this time per above Issue Severity, the email should be sent out. The following table demonstrates these dates, based on the severity of the issue email should be sent out.

  • Critical Jan 3, 2020 01:00:00 (1 AM) ( 2020-01-01 13:00:00 + 36h)
  • High Jan 11, 2020 13:00:00 (1 PM) (2020-01-01 13:00:00 + 10d)
  • Medium Jan 22, 2020 13:00:00 (1 PM) (2020-01-01 13:00:00 + 21d)
  • Low Mar 01, 2020 13:00:00 (1 PM) (2020-01-01 13:00:00 + 60d)

Email should be sent out to below fields:

  • Assignee – [System field]
  • Remediation Owner – [Secure Multi User Custom Field]
  • Remediation Stakeholder – [Secure Multi User Custom Field]
  • Remediation Observer – [Secure Multi User Custom Field]

 

I doubt we can achieve this via JQL query by creating a filter and subscribing since Remediation.* are custom fields.

So, probably via scriptrunner listener coding we could achieve this, appreciate your inputs in this regards.

 

Thanks

Mzm

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