Service Desk Time based Automation

[Tuqa Youssef]

I am trying to set up an automation that will trigger if any incoming tickets come in after 10pm EST, this would trigger a comment to the user letting them know it is outside of office ours. 

Not sure how to get the right query since the time the ticket is created includes date and time and I just want it to trigger after the time a ticket comes in.

[Jonny Adams]

@Tuqa Youssef

Danny's idea for putting a notification in the portal banner is a great solution.

If you want to setup an additional Automation then go to your JSD project, select Automation, click Add rule, and choose "Set customer expectations". Click on the "If" column, Add condition "issue matches", add, and click advanced. Enter the following jql filter:

created > startOfDay("+17h") and createdDate <  startOfDay("+9h")

This will filter for all hours outside of 9am to 5pm. (You can setup another to alert for weekends)

Click on the "Then" column and add an action to Send Email.

[Deleted user]

Thanks @Jonny Adams,

Learnt something new today. :) 

[Deleted user]

Hi @Jonny Adams,

Quick question off the back of this; will this use the user/customer's time zone or what the instance has been set to?

Thanks

[Jonny Adams]

@[deleted] 

I believe tickets generated by customers in JSD use the default time zone which is the time zone that is set by the admin.

I have not tested against a logged in user with a different time zone set. I assume (though I shouldn't) that the automation runs as an admin and converts to the default time zone.

[Deleted user]

I will have to test this to see if this is a limiting factor. 

Thanks @Jonny Adams

[Deleted user]

Hi @Tuqa Youssef,

Found a similar question. 

For your use case I think using the portal banner to notify customers your support team's core hours would be beneficial and set expectations early on. 

However, I think an automation rule that could do this would be great. I will escalate this to the Community Champions and hopefully someone will have an answer.

Thanks