Schedule a report of aged tickets

[Danielle David]

Looking for a way to automate/schedule a report every month to different agent groups with all their teams aged tickets.

[Joseph Chung Yin]

@Danielle David -

Thanks for your clarifications on your asks.  You have the following options -

1) Create a dashboard and use the "Filter Results" gadget to establish for each team using your saved filters.  This option (once established), any authorized user can access the dashboard at any time to see the latest filter results.

2) Ask each team lead to subscribe your save filters.  See details

https://www.atlassian.com/blog/jira-software/jql-the-most-flexible-way-to-search-jira-3-of-4

https://community.atlassian.com/t5/Jira-Software-questions/How-do-I-set-up-a-filter-subscription-for-a-different-user/qaq-p/699418

3) Create "Scheduled" automation rules (one for each one of the Team Lead) and perform your JQL query, and finally send out custom email.  In the email body content - you will need to use SmartValue syntax to build out your email content. 

Example -

Here are links to Automations and SmartValues for your references - 

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Joseph Chung Yin]

@Danielle David -

Here you go...how to display the JQL result in your email body via the automation rule -

For the email body context - you will need to use the "lookupissues" function referenced smart value (https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Automationactions-Lookupissues)

Example -

Issues in the report:

{{#lookupIssues}}
* {{key}} -- {{summary}}
{{/}}

Thanks.

This will generate the following email example -

Here is a sample for the automation rule -

Lastly, there is a limitation of 100 issues per JQL search as documented in the reference link listed above.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Danielle David]

Thank you, that is working.

One only thing now is, currently there is 8 tickets showing which is correct but I am getting 8 emails notifications with the same report.

How would I only get it once per schedule?

[Joseph Chung Yin]

@Danielle David -

Are you saying you are getting the same report email multiple times?  Are they all coming at the same time into your email client?

Best, Joseph

[Danielle David]

Hi @Joseph Chung Yin 

Yes same time.

Regards 

[Joseph Chung Yin]

Can you share your automation rule with me?  Question - Is the rule only for a specific project or it is a rule where you set it up as a global rule (where it is applied for multiple projects?).

Best, Joseph

[Danielle David]

[Danielle David]

Hi @Joseph Chung Yin  happy Friday, just wondering if you saw my reply?

[Joseph Chung Yin]

@Danielle David -

Hi Danielle:

Sorry for my late response.  Thanks for your information on your automation rule.  The rule looks fine, and I don't know why you are receiving the same custom email (defined) in your send email action multiple times and at the same time.

At this moment, I would recommend you to contact Atlassian Support (https://support.atlassian.com) for further assistance because they will be able to access the system logs on their end to determine the cause possibly.

Sorry,

Best, Joseph

[Lucy Warner_SaaSJet]

Hello @Danielle David 

I agree with previous team member - can you, please, share more details? Which type of report do you need? Are you ok with using third-party add-ons?

[Danielle David]

Hi sorry, I should of provided more context. see below.

We want to schedule a report every month to every team leader with all the teams tickets that are olden than 90 days.

In the email to the team leader we want a list of all the aged tickets for that team.

We have broken each IT team into different agent groups.

I have created each groups filter, just not sure how to display all the tickets that are older in a schedule email (In the body)

created <= -90d AND project = DSH AND issuetype in (Incident, Problem, "Service request", Task) AND status in (Escalated, "In Progress", Open, Pending, Reopened, "Under investigation", "Under review", "Waiting for customer", "Waiting for support", "Work in progress") AND "Agent Group[Dropdown]" = "Employee Platform" order by created DESC

[Joseph Chung Yin]

@Danielle David -

Hi Danielle:

In addition asking you to providing more information on your ask, have you thought of just creating new Queues in your JSM projects (via JQL against aged tickets) for agent to access within the project UI?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Kai Becker]

Hi Danielle,

could you give us some more information?
Where is the teams value stored? Do you want a list of issues?
Do you want to get the report via email? Or on a dashboard?

[Danielle David]

Hi sorry, I should of provided more context. see below.

We want to schedule a report every month to every team leader with all the teams tickets that are olden than 90 days.

In the email to the team leader we want a list of all the aged tickets for that team. or it could be a link to a filter

We have broken each IT team into different agent groups.

I have created each groups filter, just not sure how to display all the tickets that are older in a schedule email (In the body)

created <= -90d AND project = DSH AND issuetype in (Incident, Problem, "Service request", Task) AND status in (Escalated, "In Progress", Open, Pending, Reopened, "Under investigation", "Under review", "Waiting for customer", "Waiting for support", "Work in progress") AND "Agent Group[Dropdown]" = "Employee Platform" order by created DESC