Need help on Automation to send notification on High priority issues

[Rajesh Konda]

Hello Experts,

I have requirment where need to send notification when a Highest priority ticket is created and No one updated on ticket for 45minuts need to send notification to group of people with ticket details. I have been trying with Automation but Accurate output i was not getting and this requirment is for Software not for service desk, we are using SLA for service desk. Please suggest Thanks in Advance

[John Funk · Accepted solution]

Hi Rajesh,

If you are wanting to see tickets that have not been updated, then you have the leave the Only include issues that have changed since the last time this rule executed option unchecked because it will not include issues that have not been changed - which is EXACTLY what you want to see. Why would you not leave that unchecked?

[Rajesh Konda]

@John Funk  Thanks, I kept it as unchecked and made changes on JQL filter and the automation triggered as expected. Thanks for your help.

[John Funk]

Awesome - glad I could help!

[Bill Sheboy · Accepted solution]

Hi @Rajesh Konda 

You are asking about automatic notification of high priority issues that have not been updated for 45 minutes in JIRA cloud, and not in JIRA Service Desk.  Is that correct?

You could solve this in two ways: filter subscription and automation rules.

• Filter subscription is the easiest way to do this with...
  • Create a filter returning what you need.  For example:
    • project = myProject AND priority = Highest AND updated <= -45m ORDER BY Key
  • Save the filter with a name
  • If other people need to see the results, share the filter with others
  • Add a subscription to the filter, running it as frequently as you wish, to email you

• Automation rules may provide more options, and you can do this with...
  • Create a filter returning what you need, as described above
  • Create an automation rule
    • Trigger: scheduled as frequently as you want...but probably not too often.  Perhaps every 5 - 15 minutes.
    • Action: lookup the issues with the JQL from your filter
      • Action: send an email for the issues, perhaps building the message as the following:

Here is the list of issues that need attention:
<ul>
{{#lookupIssues}}
<li><a href="{{url}}">{{key}} - {{summary}}</a></li>
{{/}}
</ul>

Best regards,

Bill

[Rajesh Konda]

Hi @Bill Sheboy  

Thanks for the answer, We are using filter subscrption from past for the same, but we are  trying to implement this with Jira Automation, I have created Automation as mentioned and set time for 20 minuts to trigger the rule.

Any new ticket is created not updated for 45 minuts Automation was not sending  notification. I was not understanding what could be the reason and i have checked the JQL filter the newly created issue are visible at filter level, Then i have uncheck the (Only include issues that have changed since the last time this rule executed) option in Automation and it was able to send email notification to user's with the issue details, But when i marked the option as checked Automation is always failing and showing as No Action Permformed in Audit log for newly created ticket and the existing ticket's the rule is always failing. Please suggest  

[Bill Sheboy]

Hi @Rajesh Konda   Let's diagnose this in two steps:

First, test the JQL to confirm it is returning what you expect.  If not, make adjustments until it does.

Next, if the automation rule is still not working, please post an image of the rule and the audit log so we can see what is happening.

Best regards,

Bill

[Rajesh Konda]

Hi @Bill Sheboy  

Thanks for help, I just worked around on this and Automation working fine. I have selected the scheduled event and set time 20 minutes to trigger the event and after that added a JQL query(project = "Change Management" AND priority = Highest AND updated <= -45m AND status = "New Issue" updated >= -75m). Then added the email part. Now it is triggering as i expected once again thanks for your help.

[Zoryana Bohutska _SaaSJet_]

Hi @Rajesh Konda 

Also, you can try some application from the marketplace for setting SLA time limits not only for JSD tickets but for Jira Software or Jira Core issues. For example, one of them SLA Time and Report.

It lets you set conditions for SLA timer according to your project's issue fields (priority, status, label, assignee, issue type etc.). For exceeded issues, you can configure automate actions like notification.

Hope it helps

Regards

Zoryana