JIRA automation shift timing - send mail

[Sampath]

Team

I have  below requirements,  pls advise thanks

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

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

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

[Jack Brickey]

Hi @Sampath ,

If I understand what you're trying to achieve, I think it is certainly doable with an automation. Let me give you some quick guidelines and see if you can give it a try and report back if you get stuck.

trigger - issue created

condition If/else

   Condition field condition region = APJ

   Condition - advanced compare {{now.shortTime}} greater than 06:00

   And Condition - advanced compare {{now.shortTime}} less than 14:00

   Action - send email

else... repeat above for other regions

oh...also consider boundary time, I.e. use >= and <= as desired

[Sampath]

Hi @Jack Brickey 

Thanks for your quick response i have tried below but audit log shows no action performed and check some tickets says the following resolution passed but i didnt get mail

[Sampath]

[Jack Brickey]

Ok so I don't understand the use of a scheduled trigger. Can you restate your goal? The use of the now.shortTime within a scheduled event doesn't really work, I think.

are you trying to notify an individual on a given shift that...

• an issue was created during their shift or...
• They have issues in Waiting for Support, or...
• Something else?

[Sampath]

Hi @Jack Brickey 

Tickets waiting for support should remind to agent according to the shift and time 

[Jack Brickey]

Ok so why not simply set up 3 filters with subscriptions that trigger at the start of each shift?

project = ABC and status = "Waiting for support" and region = EMEA

set this to send an email at 14:00 to subscribers

[Sampath]

Hi @Jack Brickey 

Thanks for your advise , below it is working for me but i need to set the time according to the shift and time

[Jack Brickey]

It seems you should have three different rules then one for each shift. Schedule them according to the shift.

To be honest, I still don't understand the scheduled trigger. What is the timeframe that you are scheduling this rule to run? Maybe at the beginning of a shift? 

Does the filter/subscription not meet your goals?

[Sampath]

Hi @Jack Brickey 

thanks for your reply

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

i didnt try it trigger option posible to share exact steps thanks

[Sampath]

Hi @Jack Brickey 

Got any advise on above timings possible to share the rules. Thanks

[Jack Brickey]

Hi @Sampath , let me try to restate what I think your requirements are and have you confirm.

• you have 3 work shifts (regions)
• each region has a different team or individual responsible for working issues where the Region field is set to their region
• you want to email the team/individual during their shift if a ticket is set to Waiting for support AND the Region is associated with the team

please confirm or correct/edit my understanding 

[Sampath]

Hi @Jack Brickey 

yes the same