Trigger Automation when it is X days to due date- New Automation

[Amie Smith]

I am trying to set up automation to notify the service desk when an issue gets within 5 days of its due date and is still unassigned.

is this possible to do using new automation, i would assume this is a feature a lot of people would want to use

[Walter Buggenhout]

Hi @Amie Smith,

It may even be easier to set up a filter subscription for this, as it may return a list of issues rather than an email notification for every individual ticket.

You can create a filter from the following syntax:

Project = <your service desk> AND Due <= 5d AND resolution = Unresolved

Then, set up a filter subscription that sends out an email to your group of agents once/twice each day.

Even more common would be to use that same filter as the filter for a queue in your Service Desk. Commonly, your service desk agents would most likely have that in front of them all/most of the time and it would encourage them to work from their Service Desk application rather than email.

See these articles for more details on:

• Filters and subscriptions 
• Creating a new queue 

Hope this helps!

[Joseph Chung Yin]

@Amie Smith -

I would agreed with what @Walter Buggenhout suggested.  However, if you still want to create automation rule to conduct your notification operation, then I believe you need to use the setup using Scheduled trigger event, then you can implemented the condition using JQL, then action will be using the Send email option.

Again, your agent should use JSM application to identify the needed issues instead of  notification as suggested by Walter.  How you want to implement it, it will be your decision.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.