Jira Automation: Video Tutorial on how to send customized emails when tickets are due

Notifications - Ticket Due -  Youtube Card.png

Hi Everyone,

In this tutorial we will show you how you can use automation to send customized email notifications when issues are due.  Automatically scheduling tasks will reduce manual work for your team, but also ensures consistency and reliability in your workflows.   

For example, if a support engineer has not completed a task by the due date, you can configure a rule to automatically send them a reminder to take an action on the ticket. You can also send a consolidated list of all tickets that are due to the team lead with all the relevant information. 

 

Rule 1: Notification to asssignee when the ticket has passed its due date

In the first rule, we will be sending daily emails to the assignees of the jira issues when the due date of an issue has passed.

Rule 1 formatted email.png

Key Formulas:

Scheduled Trigger:

JQL to get tickets with past due date:  duedate <now() and status != done

Send Email Action Template:

Subject:

Response Required: {{issue.key}} - {{issue.summary}}

Content:

<p>Hi {{assignee.displayName}},</p>
<p>A quick reminder that the ticket {{issue.key}} has passed its due date on <strong>{{issue.dueDate}}</strong>.</p>
<p>Please action your ticket as soon as possible.</p>
<p>Summary:</p>
<ul>
    <li><strong>Title: </strong>{{issue.summary}}</li>
    <li><strong>Status:</strong> {{issue.status.name}}</li>
    <li><strong>Due Date:</strong> {{issue.dueDate}}</li>
    <li><strong>Url:</strong> <a href="{{issue.url}}">{{issue.url}}</a></li>
</ul>
<p>Thank You,</p>
<p>Project XYZ Administrator</p>

 

Rule 2: Consolidated list of all tickets that are due

In the second rule, we will be sending a daily report to an administrator that summarizes all the issues that are due with key information.

Rule 2 formatted.png

Key Formulas

Lookup Issues Action:

JQL: project = xyz and issuetype = bug and duedate <now() and status != done

Send Email Action Template:

Subject:

Tickets Due on {{now.jiraDate}}

Content:

<p>Hi team - we've got the following issues that require immediate action:</p>
{{#lookupIssues}}
</ul>
<li><strong> Key: </strong>{{key}}</li>
<li><strong> Summary: </strong>{{summary}}</li>
<li><strong> Status: </strong>{{status.name}}</li>
<li><strong> URL: </strong><a href="{{url}}">{{url}}</a></li>
<li><strong> Assignee: </strong>{{assignee.displayName}}</li>
</ul>
<br>
{{/}}
<p>Thank You,</p>
<p>Project XYZ Administrator</p>

Click Here to view the video tutorial.

Thanks,

Eli Solutions

3 comments

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Sussi Åström September 27, 2022

Hi,

Thanks for this tutorial. I get the first automation to work, but the second one, sends separate emails with no issue info. Here is what we receive:

*****

Hi team - we've got the following issues that require immediate action:

Thank You,

Project XYZ Administrator

*****

What could be the issue?

 

Cheers,

=)Sussi

Like Selva Praveen Elango likes this
Han Kong October 8, 2022

In the above example, is it possible to display multiple records in a table format?

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Fabian Lim
Community Leader
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August 27, 2023

@Han Kong

Yes, it's possible you will have to set the HTML tags for the table accordingly.  

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