Afterhours Ticket Notification

[Allan Rose]

We use Jira Service Desk to run our IT Help Desk for our entire company.  We are only an 8 - 5 shop but we do have users that work evenings and weekends as needed.  During those times the users will report issues and our team is unaware of these issues.  We would like to setup a notification to email to a few IT Members that can assist during the nights and weekends.  I currently have a Project Automation Rule setup like below.  This works for after-hours but doesn't work 100% correctly and doesn't take into account for all day on weekends.  Can anyone give me guidance on how to update to get a better result?

(project in (10004)) AND assignee is EMPTY AND createdDate > startOfDay("-7h") AND createdDate > startOfDay("+17h") AND resolution is Empty and issuetype != Sub-task

[Jane Yeoh]

Hi Allan,

Thanks for reaching out.

You can achieve this by using our Advanced Compare condition and some smart values. If you are in Cloud, the now function defaults to UTC, so if you want a different timezone you'll need to change it.

The smart value I am using for this is:

{{#=}}{{now.convertToTimeZone("Australia/Sydney").hour}} > 17 || {{now.convertToTimeZone("Australia/Sydney").hour}} < 8{{/}} && {{now.DayOfWeek}} <> 6 && {{now.DayOfWeek}} <> 7 {{/}}

It is getting the current timezone, converting it to my timezone and then getting the hour. It is making sure that it is after 5pm or before 8am on weekdays. If you're in server, you can just remove the convertToTimeZone functionality and just do now.hour.

To include weekends as well, you would just set the condition to "does not equal" 1 like below:

Hope that helps. Please let me know how you go and if you are experiencing any further issues, feel free to raise a support ticket so we can help you better. 

Cheers,
Jane

[Allan Rose]

Jane,

Thanks for the information.  I have tried to add this to my automation but I get the error below.

Error parsing template: Mismatched start/end tags: null != in template-064127d7-e0bd-44b3-80cd-2c9b135f4f1a:1 

I copied the code you put above exactly so not sure what to do.  How do I raise a support ticket?

Thanks,

Allan Rose

[Allan Rose]

Jane,

Any help or how do I raise a support ticket?

Thanks,

Allan

[Jane Yeoh]

Hi Allan,

Sorry for the delay in my reply! You can raise a ticket here so we can better help you with this: https://support.atlassian.com/contact/#/ 

If you can include a screenshot of your rule configuration and its audit logs as well so we can have a look.

Cheers,

Jane