1. Send a notification if a ticket remains unassigned for more than 4 hours.
Create a New Rule:
- Click on "Create rule."
- Choose the trigger: "Scheduled trigger" or "Issue transition trigger." For this case, you would select "Scheduled trigger."
- Set the schedule to check every hour.
- Click "Save."
Define the Condition:
- Click on "+ Add condition."
- Choose "Advanced compare condition."
- Configure the condition to check if the ticket is unassigned for more than 4 hours. For example:
created <= -4h AND assignee = Unassigned
- Click "Save."
Define the Action:
- Click on "+ Add action."
- Choose "Send email" action.
- Configure the email notification with appropriate details such as recipients, subject, and message.
- Click "Save."
Activate the Rule:
- Review your rule to ensure it's correctly configured.
- Click "Turn it on" to activate the rule.
2. Notify when any new tickets are assigned to respective group members based on the client selected under the client field , including the assignee, rather than only sending it to the assignee.
Create a New Rule:
- Click on "Create rule."
- Choose the trigger: "Issue created" trigger.
- Click "Save."
Define the Condition:
- Click on "+ Add condition."
- Choose "Compare condition."
- Set the condition to check if the issue has the client selected under the client field. For example:
Client = "YourClientName"
- Click "Save."
Define the Action:
- Click on "+ Add action."
- Choose "Send email" action.
- Configure the email notification with appropriate details such as recipients, subject, and message. To notify the respective group members, you will need to use Jira's smart values to dynamically select the group members.
- For example, if your group is called "SupportTeam," you can use the smart value:
{{issue.assignee.emailAddress}}, {{group('jira-software-users').emailAddress}}
- This sends the notification to the assignee as well as all members of the "jira-software-users" group. Replace "jira-software-users" with the name of your group.
- Click "Save."
Activate the Rule:
- Review your rule to ensure it's correctly configured.
- Click "Turn it on" to activate the rule.
3. Send notifications if the due date has passed and the ticket is still in progress or in the to-do status.
Create a New Rule:
- Click on "Create rule."
- Choose the trigger: "Scheduled trigger."
- Set the schedule to check at regular intervals, e.g., every hour or every day.
- Click "Save."
Define the Condition:
- Click on "+ Add condition."
- Choose "Advanced compare condition."
- Configure the condition to check if the issue is still in progress or in the to-do status and if the due date has passed. For example:
status IN ("In Progress", "To Do") AND duedate < now()
- Click "Save."
Define the Action:
- Click on "+ Add action."
- Choose "Send email" action.
- Configure the email notification with appropriate details such as recipients, subject, and message.
- Click "Save."
Activate the Rule:
- Review your rule to ensure it's correctly configured.
- Click "Turn it on" to activate the rule.
4. Notify if there have been no updates for more than 4 days for any tickets in the to-do, in progress, or in review statuses.
Create a New Rule:
- Click on "Create rule."
- Choose the trigger: "Scheduled trigger."
- Set the schedule to check at regular intervals, e.g., every day.
- Click "Save."
Define the Condition:
- Click on "+ Add condition."
- Choose "Advanced compare condition."
- Configure the condition to check if the issue is in one of the specified statuses (to-do, in progress, or in review) and if there have been no updates for more than 4 days. For example:
status IN ("To Do", "In Progress", "In Review") AND updated <= -4d
- Click "Save."
Define the Action:
- Click on "+ Add action."
- Choose "Send email" action.
- Configure the email notification with appropriate details such as recipients, subject, and message.
- Click "Save."
Activate the Rule:
- Review your rule to ensure it's correctly configured.
- Click "Turn it on" to activate the rule.
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