Automation Timing - Reminder mail

[Sampath]

Team

Pls help on below . Thanks

My condition & requirement , some tickets , we have waiting for support and that ticket needs to remind to our IT agent working on 3 different shift and timing , 

If  waiting for support ticket, region mentioned as APJ, then it remind to IT agent,  send mail xxxx,   6 am to 2 pm

If  waiting for support ticket, region mentioned as EMEA then it remind to IT agent send mail xxx  2 pm to 10 pm

If  waiting for support ticket, region mentioned as AMR then it remind to IT agent send mail xxx 10 pm to 6 pm

[Evgenii]

Hi, @Sampath 

You can make it, by creating 3 rules for Jira Automation, with sheduled run.

Set it to run once a day, each of them - in period, acccording to your requirements.

Select required tickets, and send emails with list of tickets, and escalation text (if needed). 

[Sampath]

Hi @Evgenii 

Thanks for your response , Possible to share rules steps to test on it Thanks

[Evgenii]

Sure. Made an example. Adapt it to suit your requirements

[Sampath]

Hi @Evgenii 

below it works for me but timining to sent mail 6 am to 2 PM not working and dodnt  know the exact timing rule to set

[Evgenii]

In Schedule trigger you can set time, when rule is triggered, with CRON scheduler.

In my example I used 0 0 12 ? * *  - it means, that job will run every day, at 12 AM. 

You can find more examples of CRON expressions in documentation:

https://support.atlassian.com/jira-software-cloud/docs/manage-filters/

[Sampath]

Hi @Evgenii 

Thanks for your response ,

any possible  in CRON can we set 6 am to 2 PM & 2 PM to 10 PM & 10 PM to 6 AM

[Evgenii]

@Sampath can you clarify, please, what do you mean with periods of notification?

You wan to send letters from 6AM to 2PM every 5 minutes, or every hour, or ...?

[Sampath]

Hi @Evgenii 

i want to send waiting for support tickets reminder to our IT agent, according to shift &  time mentioned above

[Evgenii]

Ok, you can use such cron chedules, for your cases:

If  waiting for support ticket, region mentioned as APJ, then it remind to IT agent,  send mail xxxx,   6 am to 2 pm - 0 0 6 ? * *

If  waiting for support ticket, region mentioned as EMEA then it remind to IT agent send mail xxx  2 pm to 10 pm - 0 0 14 ? * *

If  waiting for support ticket, region mentioned as AMR then it remind to IT agent send mail xxx 10 pm to 6 pm - 0 0 22 ? * *

Your IT agents will receive lists with issues right at beginning of their work shifts.

[Sampath]

Hi @Evgenii 

Thanks for your Great Cron schedule, it works and audi log shows success but i schedule according to the time, but mail received now for all the region

[Evgenii]

Can you copy whole JQL query and paste it here? Confidential data replace with ****

[Sampath]

Hi @Evgenii 

(project in (XXX)) AND (project = XXX AND issuetype in (Incident, "Service Request", Sub-task) AND status = "Waiting for support" AND Assignee in (XXXXXXX) AND "Support Level" = "XXXX" AND updated <-1d ) AND Region = AMR

[Evgenii]

Query looks like normal, I slightly refactored it, but previous must work too.

project = XXX AND issuetype in (Incident, "Service Request", Sub-task) AND status = "Waiting for support" AND Assignee in (XXXXXXX) AND "Support Level" = "XXXX" AND updated < -1d AND Region = AMR

It selects issues in Region AMR

[Sampath]

Hi @Evgenii 

Yes query it works and it is validated and I mention only AMR region to remind to IT agent  10 pm to 6 pm - 0 0 22 ? * * through email waiting for support tickets

[Evgenii]

Ok, so, what's the problem then? What issues, that must not be seen, you receive with this JQL?

[Sampath]

HI @Evgenii 

Once I run the rule , mail should remind according to the time but here all the reminder receive immediately, looks like time setting not working (I am not sure)

[Sampath]

Hi @Evgenii  Morning! Hope you doing well

any possible update on my issue, based on timing mail not reminding . it sends all the  mail once run the rule

[Evgenii]

Hi, @Sampath 

What do you mean by "all mail"?

I don't understand, what's the problem (

With first query (in trigger) it selects list of issues, according to query, and rule works only with them.

[Sampath]

Hi @Evgenii 

as per requirement , reminder mail should send according to the shift (APJ & EMEA & AMR) &  time 6-2 & 2-10 & 10-6 but once i run the rule in EMEA time , only Emea mail should receive  not AMR & APJ . 

[Evgenii]

You must make 3 rules, each with different cron schedule (time to run), and different query
Queries will look like:

project = XXX AND issuetype in (Incident, "Service Request", Sub-task) AND status = "Waiting for support" AND Assignee in (XXXXXXX) AND "Support Level" = "XXXX" AND updated < -1d AND Region = AMR

project = XXX AND issuetype in (Incident, "Service Request", Sub-task) AND status = "Waiting for support" AND Assignee in (XXXXXXX) AND "Support Level" = "XXXX" AND updated < -1d AND Region = APJ

project = XXX AND issuetype in (Incident, "Service Request", Sub-task) AND status = "Waiting for support" AND Assignee in (XXXXXXX) AND "Support Level" = "XXXX" AND updated < -1d AND Region = EMEA

[Sampath]

Hi @Evgenii 

Yes i did the same with Cron timings as you mentioned. but i receive all the region mails once run the rule 

[Sampath]

Hi @Evgenii 

If i set EMEA time with Cron timings as you mentioned, only EMEA region mail should receive instead i receive AMR & APJ as well

[Evgenii]

Sorry, I'm out of ideas. Try to check, what action in rule selects all issues. According to screenshots I don't see reason for rule to act like this

[Sampath]

Hi @Evgenii 

if i run simultenously all the 3 region rules it have conflict? not sure cuz of this i received all the regions mail

[Evgenii]

If you run all of them simultaneously, they will execute and send emails for all 3 regions. I gave you 3 cron expressions, for 3 rules. Rules must be run in different times

[Sampath]

Hi @Evgenii 

Yes i though that too but yesterday when i ran it , i receive all the region and today i am again checking EMEA done successful and turn off the rule , now i only enable AMR rule and mail not received let see it and update you . Thanks for your valuable time and support, will keep you posted thanks