How to create a notification by mail to remind ticket?

[Austin Lehdonvirta]

Hi, we have a need to remind team members that some ticket is hanging on for a long time and needs to be solved ASAP. So we would like to create a notification which is sent by mail to team members.

Is it possible in Jira Service Management? And How?

[John Funk · Accepted solution]

Hi Austin,

Sure, just create an automation rule to send them an email. 

Start with a Scheduled trigger that runs once a day - whatever time of day you like, but maybe 5:00 am or so local time so it is sitting somewhat at the top of their In Box for email. 

Then add a JQL for the trigger - Project = ABC and statusCategory != Done and Created <= startOfDay(-5d) or how many days (or hours even) that you want to base it on. 

Then add an action for Send Email. I assume you want it to go to the Assignee, but you can also add direct emails if needed - just type in the email and then be sure to click the email address before hitting enter of moving to the next section. 

Be sure to use {{issue.key}} in the subject along with anything else. 

In the body, you can use 

<a href="{{issue.toUrl}}">{{issue.summary}}</a> which will show a clickable link to the ticket along with the Summary field. 

[Austin Lehdonvirta]

Thank you for your help, John!

I think I should set trigger from the following Kanban board. Is it correct?

And I found some of our projects doesn't have this lightening mark! Then how can I set up trigger?

[John Funk]

Go to Project Settings. Then Automation.