Setting automation to notify people after specific time a ticket is in some status
Asked by Vera Valshonok:

Hi, I've been asked to make such settings in the automations:

when ticket is in specific status:

1. When moved to this status, an email is sent to the customer
2. After 2 days, send a reminder email
3. After another 2 days, send a second reminder.
4. On the 5th day, send an email to the ticket assignee

Is this possible how can I set in automations ( or other way) so that reminders would come to the customers on a time i need counting from a moment a ticket moved to a specific status?


Answers:
author: Tessa Tuteleers
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) ,

This is certainly possible!

You can write an automation rule that runs every day with a scheduled trigger and a JQL query with something like

```
status = "Waiting for approval" AND status CHANGED TO "Waiting for approval" ON -4d
```

-\> this returns all issues that changed to a specific status 4 days ago, and is still in that status.   

You can the add whatever action you might want!

For your rules your trigger may look like:

1. Issue transitioned from x to y
2. scheduled trigger -\> status = x AND status CHANGED TO x ON -2d
3. scheduled trigger -\> status = x AND status CHANGED TO x ON -4d
4. scheduled trigger -\> status = x AND status CHANGED TO x ON -5d

Hope this helps!

- Tessa


author: Jovin
body: Hey Vera,

You can absolutely set this up in automations, the triggers you'll need are:

1. Issue transitioned - for (a) above, this will trigger when moved into the status
2. Scheduled - for (b), (c) and (d) above, I recommend you run this at night or early morning

From there it's just about conditional logic \& actions.

**Rule 1:**

1. Rule: Email customer on transition into "With Support"
2. Trigger: Issue Transitioned
   1. From Status: Blank
   2. To Status: With Support (or whatever it's called)
3. Action: Send email
   1. To: Reporter
   2. Subject \& body can be set to whatever you want ?

**Rule 2:**

1. Rule: Email customer on Day 2 \& 4, and Assignee on Day 5
2. Trigger: Scheduled
   1. Run rule every: 1 Days
   2. At: 23:30 (your time zone)
3. Branch 1: For: JQL
   1. JQL:

      ```
      status = "Work in progress" AND status CHANGED TO "Work in progress" ON -2d
      ```

   2. Untick "Only include issues that have changed since the last time this rule executed
4. Inside Branch 1 add the action "Send email"
   1. To: Reporter
   2. Subject \& Body can be set to what you need
5. Repeat Branch 1 but replace -2d with -4d
6. Repeat Branch 1 again but replace -4d with -5d
   1. Change the "To" in "Send email" to be "Assignee" instead of Reporter

Hope that helps!


author: John Funk
body: Hi Vera,

I would use a custom date field that gets populated with a post function (or same automation rule if that's what is being used to send the email) when the issue is moved into that status and the email is sent. You can use an automation rule based on a Scheduled Trigger that runs daily (maybe at 4 am or something).

Then include a series of IF/ELSE Conditions that check now() vs the timeframe of the custom field.


author: Hauke Bruno Wollentin
body: Within JSM you could create custom SLAs to get the timings right. Automation rules could use those SLA timers as triggers.

Something like: SLA target is 2 days, your b) case will be triggered if the SLA has been breached; SLA will be reset, your c) case again will be triggered if the SLA has been breached and so on.

Also keep in mind to stop the SLA clock if the customer answered :p


Tags: cloud

jira-service-management

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