Could I please have some guidance on an Automation requirement in a Customer facing Service Desk

[Simon Matthews]

Hello People,

I am a relative newcomer to Jira Service Management and I have set up a Customer Help Desk in JSM which is now live and working well.

I would really appreciate some Automation guidance on being able to notify customers when the Issue status is set as "Resolved" AND it was set to "Resolved" 3 days ago.

The notification to be sent is just telling the customer that the case will be closed in 24 hours if they don't reply. It needs to be sent 3 days after the resolved date to give the customer the chance to test that we have indeed resolved the issue.

Thanks

[Kris Dewachter · Accepted solution]

Hi @Simon Matthews ,

There are some automation templates that can be used as an example.

This one is a good one to start with:

https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/1357359

The automation rule is executed 1x/dag, and looks for issues in status "Waiting for customer" that have not been updated for 5 days. You can change this JQL so it looks for status "Resolved" instead of "Waiting for customer" and change the timing to 3 days.

You can remove the 'Transition' action from this example.

Best regards,

Kris

[Simon Matthews]

Thank you very much Kris for your prompt assistance. I can certainly move forward with this now.
Do you know if it's possible to change the day's input to Business/Support Days or refer to an SLA calendar?

[Kris Dewachter]

Hi @Simon Matthews ,

As far as I know, there is no JQL function to exclude non-working days, or refer to an SLA calendar.

I found an article however that explains how you can build an SQL that excludes weekends.

If this is not sufficient for you, the alternative could be to setup an actual SLA in your Jira Service Management project, and use an automation rule to trigger an action when the SLA time has been reached.

Best regards,

Kris

[Simon Matthews]

Thanks @Kris Dewachter 

Appreciate your time and assistance.

[Esteban Diaz · Accepted solution]

Hi @Simon Matthews 

I've got a similar scenario ....

My workflow looks like this:

And this is my automation ... that runs every hour looking for issues in Resolved status without updates is last 72 hours.

I hope this has been useful to you.
I will be waiting for your comments. 😉

Cheers!

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/ 

[Simon Matthews]

Thank you also Esteban for helping me out so quickly...much appreciated.
If you could contribute to my question to Kris (below) that would be great.

Do you know if it's possible to change the day's input to Business/Support Days or refer to an SLA calendar?

Thanks again.

[Esteban Diaz]

Hi @Simon Matthews ...

sorry but what do you mean with "change the day's input" ?

Do you refer to Automation execution schedule?

If so, you can configure something like this:

And set on which days you want it to run the automation...

Does it makes sense? 

Cheers, 

Esteban

[Simon Matthews]

Hi @Esteban Diaz 

Sorry, I should have been clearer...I just wanted to know how I could change the JQL from "not been updated in 5 days" to "not been updated in 5 Business Days".

Thanks again

[Esteban Diaz]

🤔🤔🤔mmmm 

There are no JQL functions related to the SLA calendars but ...

maybe you can use something like this:

Project = "Cloud Services" AND updated < endOfWeek("-1d") AND updated > startOfWeek("+1d")

This will return issues updated during the current week between the startOfWeek("+1) that means Monday and endOfWeek("-1d") that represents Friday

• startOfWeek() reference 
• endOfWeek() function reference 

I know is not exactly what you are looking for but mayyyybe could work. 😉

I'll be waiting for your feedback.

Cheers, 

Esteban