Automatic Answer has stoped the counter

[Douglas Souza]

Hi! 

I would like to do automation for sending automatic message when the new ticket is created. Although, we have a SLA called "First Time Response", and it's configured to stop the counter when the ticket entered in Waiting for Customer (which is when we answer the ticket). 

So, is there any way I can do automation and not stop the counter? 

For exemplo: If the answer's Automation for Jira it's not count

[Mikael Sandberg · Accepted solution]

Hi @Douglas Souza,

Welcome to Atlassian Community!

You should be able to to change the automation that moves the request to Waiting for Customer so that it would not do that if the user is not an agent. You can find that automation under Legacy automation. 

[Douglas Souza]

Hi @Mikael Sandberg

First of all, thank you for your help! 

I gonna put here, how my workflow, SLA and automation are set.

Workflow: After the ticket is created it receive the status waiting for support

So, after the created by ticket the SLA "First Time Response" start the counter 

Automation is to send a message for customers talking about our deadline to resolve. Although, when this happened the SLA stoped, because there is a condition in its set. 

Finish counting time when:
Entered Status: Waiting for customer 

It would need to understand that when this is automation message it doesn't change the status

[Mikael Sandberg]

If you click on Legacy automation, do you see these two rules?

The "Comment updates reply status" is the one that changes the status when a reply is added to the request, including replies from automations. You can modify this automation to only have it run when the reply is done by an agent for example

[Douglas Souza]

Yes I do. 

But the "Comment updates reply status" is set as "User Type: Agent".

So, in this case it's considering that "Automation for Jira" is agent. Because when it sends message it signed by Automation for Jira 

Is there how change this? 

[Mikael Sandberg]

The legacy automation does not allow you to specify the user, so you should consider recreating this automation in the new one instead, then you can add a condition to ignore changing the status if the user is Automation for Jira

[Douglas Souza]

Thanks Mikael, I'm going to try 

[Douglas Souza]

Hi Mikael, 

I tried to do this, but in Legacy Automation there is this condition

I couldn't find this one in new version. Is there anything with the same function? 

[Mikael Sandberg]

The corresponding condition in the new automation would be this

If you are part of the Service Desk Team project role it means that you are an agent.

[Douglas Souza]

Hi Mikael 

Is there something that I can doing for role look up all users on Service desk team?

Because the role is using the first 50 users only. 

[Mikael Sandberg]

Unfortunately not, and it seems to affect other fields as well according to this request, JRACLOUD-75387. I ran into a similar issue with request types and solved that using JQL instead. In your case a possible workaround would be to create groups that you add your agents to (limit each group to 40 users) and then use the if/else block to see if the user is part of any of those groups. Perhaps not an ideal workaround but should get you past the limit.

[Mikael Sandberg]

Come to think of it, you could also do this using a new project role instead of groups. If you do the workaround with a new project role, make sure you add that role to the permission scheme as well so both service teams roles have the same permissions.

[Douglas Souza]

I was thinking about this, and the biggest problem is that when I send a automation message (Automation for Jira) the SLA's role understanding that Automation for jira is a "Agent", so it stops the counter. If there is something or somewhere where I can change this, maybe that's good idea. 

When I look up Jira on the agent list, it shows as "Service Desk Team". 

Will be for this that automation understand that "Automation for Jira" is an agent? 

[Douglas Souza]

Hi Mikael 
Are you ok? 

Perhaps you can help me with a point. Is there someway that I can send a Slack message to people that assignee the issue? 

Like this: 

But I don't know if this is possible. 

[Mikael Sandberg]

Hi Doug,

You can send DMs to specific assignees, but you would have to get their Slack account ID, which is not the same as {{assignee.userID}}. The other option is to send it to a channel and then use @ mention of the assignee, that is how we do it for some of our tickets.

[Douglas Souza]

Hi Mikael, 

Thanks so much for your help :)