?????? ????! ????? ?? ? jira service management ????????? ??????????? ? ???????? ???????
Asked by ???????:

1) ? Jira Software ???? ??????????? ? ?????? ???????? "??? ???????????". ???? ?? ????? ??????? ? jira service management?


Answers:
author: Ste Wright
body: Hi [@???????](/t5/user/viewprofilepage/user-id/4724624)

Are you using the [My Reminders for Jira](https://marketplace.atlassian.com/apps/1212778/my-reminders-for-jira?hosting=cloud&tab=overview) app?

If so, Reminders can be set in either Jira Issues, or Jira Service Management tickets from the Agent view.

The alternative is to create custom reminders using [Automation](https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/). These can be used for both internal and customer reminders; for example, you could send a custom email, or comment notification, when...

* Issue has not been updated in 3 days
* Customer has not responded in 5 days
* ...etc

I'd give Automation a go - and if there's a specific scenario you'd like help with, let us know!

Ste

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**And in Russian,** using Google Translate...

?? ??????????? ?????????? [My Reminders for Jira](https://marketplace.atlassian.com/apps/1212778/my-reminders-for-jira?hosting=cloud&tab=overview)?

? ???? ?????? ??????????? ????? ?????????? ???? ? ??????? Jira, ???? ? ??????? Jira Service Management ?? ????????????? ??????.

????????????? ???????? ???????? ???????????????? ??????????? ? ??????? [Automation](https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/).

?? ????? ???????????? ??? ??? ??????????, ??? ? ??? ?????????? ???????????. ????????, ?? ?????? ????????? ??????????? ??????????? ?????? ??? ??????????? ? ????????????, ?????...

* ?????? ?? ?????????? 3 ???
* ?????? ?? ??????? ? ??????? 5 ????
* ...??? ?????

? ?? ?????????? ????????????? --- ? ???? ???? ?????????? ????????, ? ??????? ??? ????? ??????, ????? ??? ?????!

comments: author: ???????
body: ??????, ??????? ?? ?????! ? ???????, ??? ????? ????????: ????? ??????????? ??? ???????????, ??? ?? ?????????? ?????? ???????? 2 ????. ????? ? ???, ??? ???? ????? ? ??????????? ??????? ????? ????. ????? ?? ??? ? ????? ?????? ?????????? ??? ?? ?? ????? ???????? ??????, ? ? ?????? ????????????? ??? ???? ?? ?????? ??? ???????????.

? ????? ?????? ??????, ? jira service management ??? ??????????? ????? ??????? ?????????????? ?????? ????????, ???? ?????? ?????? ????? ????? ????????? ??????? ????????, ???? ?????? ??????? ???????, ? ?? ?? ??????? ????????? ??????.

? ????, ??? ???? ????? ????????? ???? "???? ??????????", ?? ??? ????? ????????, ???? ?? ??? ? ??????? ???????? ??????. ???? ?? ????? ????? ????????? ?????? ?????? ??????, ?? ??? ??????????? ?? ????? ????????? ?????? ?????????? ???? ??????????.

????? ???? ????? ???????? ???? "???? ??????????" ? ?????? ??????

???? ???? ???????? ?????!


author: Ste Wright
body: Hi [@???????](/t5/user/viewprofilepage/user-id/4724624)

Can I clarify - do you want the notification to go to the customer, rather than yourself?

So for example...

* Send customer a comment confirming the due date
* Send customer a comment when there are 2 hours left before the ticket is resolved

Or are you looking to remind yourself (or another Agent) that a ticket is due today (or similar)?

Ste

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And in Russian (using Google Translate)...

????? ???????? - ?? ??????, ????? ??????????? ??? ???????, ? ?? ????

??? ????????...

* ????????? ??????? ???????????, ?????????????? ???? ??????????  
  ????????? ??????????? ???????, ????? ?? ??????? ?????? ???????? 2 ????.

??? ?? ?????? ????????? ???? (??? ??????? ??????), ??? ????? ?????? ???? ???????? ??????? (??? ???-?? ????????)?


author: ???????
body: ??????, ??????. ? ???? ????????? ???, ????? ??????????? ????????? ???????????, ? ?? ???????.

? ????? ?? ? ?????? ?? ??????? ???????? ???? "???? ??????????". ????? ???? ????? ???????? ???? ? ?????? ?????? ??? ???? ????? ????? ??? ??????????? ??????, ????? ?????? ?????, ????? ???????? ??????? ??? ??????.


author: Ste Wright
body: Hi [@???????](/t5/user/viewprofilepage/user-id/4724624)

I would still use **Automation** for this - for example, one rule might be...

* **Trigger:** Scheduled
  * Run every 1 days
  * Check the box *Run a JQL search and execute actions for each issue in the query*
  * **JQL:** *duedate \>= startOfDay() and duedate \<= endOfDay()*
* **Action:** Comment on Issue
  * **Comment:** *Hello {{reporter}}, this request is due today - please ensure it is completed, or respond to the client explaining the delay*

If this is a Jira Service Management project, ensure the comment visibility is set to **internal only**.

You could modify this as needed for each notification required. You could also send the notifications as emails if preferred!

*** ** * ** ***

In terms of adding the field to the request form - it is possible, but the best option can vary depending on...

* Where the form is located - eg. is this a Jira Work Management form? Or a Jira Service Management request type?
* Whether you want the client to enter a due date at creation, or just view the date

Let us know some specifics about the form, the process, and where it is located so we can provide more specific instructions.

A screenshot might be beneficial here!

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*** ** * ** ***

And in Russian (using Google Translate)....

? ?? ??? ????? ??????????? ??? ????? ????????????? - ????????, ???? ??????? ????? ????...

* **???????:** ?????????????
  * ?????? ?????? 1 ????
  * ???????? ????????? ????? JQL ? ????????? ???????? ??? ?????? ???????? ? ???????.
  * **JQL:** *duedate \>= startOfDay() and duedate \<= endOfDay()*
* **????????:** ??????????? ? ????????
  * **???????????:** ????????????, {{reporter}}, ???? ?????? ?????? ???? ???????? ???????. ?????????, ??? ?? ????????, ??? ???????? ???????, ???????? ??????? ????????.

???? ??? ?????? Jira Service Management, ?????????, ??? ????????? ???????????? ??????????? ?????? ??? ??????????? ?????????????.

?? ?????? ???????? ??? ?? ???? ????????????? ??? ??????? ?????????? ???????????. ?? ????? ?????? ????????? ?? ??????????? ?????, ???? ??? ??????????!

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? ????? ?????????? ???? ? ????? ??????? - ????????, ?? ??????????? ??????? ????? ????????????? ? ??????????? ??...

* ??? ????????? ????? - ????????. ??? ????? Jira Work Management? ??? ??? ??????? Jira Service Management?
* ?????? ?? ??, ????? ?????? ?????? ???? ?????????? ??? ???????? ??? ?????? ???????????? ????

???????? ??? ????????? ??????????? ? ?????, ???????? ? ????? ?? ????????????, ????? ?? ????? ???????????? ????? ?????????? ??????????.

???????? ????? ????? ???? ????????!