Email service desk agents list of open tickets by last updated date

[richard_simmonds]

Hi

Is there a way to setup an automated report that emails each service desk agent (daily?) their open tickets, ordered by when they were last updated?

Ideally i'd like to be able to only email them tickets that hadn't been updated in X days to prompt for an update.

Thanks for any advice in advance

[Mike Bowen · Accepted solution]

Hi @richard_simmonds 

I disagree with @Damian Wodzinski - there is a free option right in Jira that anyone can do. 

1. On Jira Service Desk cloud you can create a filter for each of your service desk agents using the follow JQL script: 
   project = XXXX AND status in ("In Progress", "Waiting for support") AND assignee = john.doe AND updated <= -4d ORDER BY updated ASC
2. Save the Filter.
3. Permission the filter, giving your agents access to the filter or add a group (e.g. Jira-users). 
4. Copy and paste the Filter URL and share with agent. 
5. Ask you agent to follow the steps below. 
   1. go to filter url.
   2. Click on the Details link and at the bottom click on New Subscription link.
   3. Under Filter Subscription:
      1. Set the schedule to Daily,
      2. Set the interval. 
      3. Set the time you want the report to go out.
      4. Check the timezone is correct.
      5. Decide if you they an email every day even if there is no issues by checking or not checking the box.
   4. Click the Subscribe button. 

Now every day the agent in question will receive an email showing them all issues that have not been updated for 4 day or greater. 

As an alternative to the direct email to an agent solution, you could also create a queue called Tickets > 4 days NO Updates and place it directly under All Open Requests. Use the following script:

project = XXXX AND status in ("In Progress", "Waiting for support") AND updated <= -4d ORDER BY updated ASC

It is right there in everyone's faces every time they pick up a ticket from the All Open Requests queue.

-Mike

[richard_simmonds]

Thanks so much Mike - you're an absolute star. This is exactly what I was looking for.

[Damian Wodzinski]

Only by using Adaptavist Scriptrunner. You would need to create custom script, place it on the server and run it using services.

But yea, this is possible.