Trigger alert to Service Desk Team for specific JSM issues

[Erinn Casazza]

A team we support is requesting the ability to set a date/time within a JSM issue to trigger an email to the Service Desk Team to remind them to call back the user who submitted the request. Their users will oftentimes ask to be called back at a specific time to discuss the request. 

This is kind of like an SLA, however, it would be something used on an issue-by-issue basis, so an SLA won't work. 

I've had no luck finding a solution for this request and would welcome any suggestions.

[Joseph Chung Yin]

@Erinn Casazza -

Since your env is on-prems (Server), you will need to create a cron-scheduled REST API program to trigger the custom emails to your JSM team.

However, I highly recommend that for you to take a look at this Atlassian add-on "Automation for Jira" where you can create automation rules (i.e. a scheduled rule) to trigger the custom email notification -

https://marketplace.atlassian.com/apps/1215460/automation-for-jira-data-center-and-server?hosting=datacenter&tab=overview

On the Cloud env, it comes with the product as a part of the out of the box components.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.