Automation for Custom date time field

[Sharmila Hiranandani]

Hi

I have 2 custom fields : Cust_Priority, Cust_Resolution Time. I have written an automation to update Cust_Resolution Time based on the value in Cust_Priority. 

Now I need to write an automation rule so that Cust_Resolution Time is automatically reduced say every 5 mins. 

eg; As per first automation rule, When I set Cust_Priority to P1, Cust_Resolution Time was set to 4hrs from now(). So at 10 am when I set the Cust_Priority to P1, Cust_Resolution TIme got a value of 2 pm. Now I want Cust_Resolution Time to reduce as the time goes by automatically . Can anyone please guide on the automation rule for this if possible

Thanks

Sharmila

[Bill Sheboy · Accepted solution]

Hi @Sharmila Hiranandani 

First thing: what problem are you trying to solve with this rule?  That is, "why do this?"  This will provide context for the community to offer better suggestions.

You posted this question in the Jira Product Discovery (JPD) area, and if you are actually tracking what appears to be a production support issue in JPD, that seems not to be aligned with the purpose of using JPD.

Next, for a question like this, context is important for the community to help.  Please post the following:

• what type of project is this (e.g., company-managed, team-managed, etc.)
• an image of your complete automation rule
• images of any relevant actions / conditions / branches
• an image of the audit log details showing the rule execution, with all the dropdowns expanded to show the details
• explain what is not working as expected and why you believe that to be the case.

Kind regards,
Bill

[Sharmila Hiranandani]

Hi Bill 

Below are the information requested for : 

Re : what problem are you trying to solve with this rule?  That is, "why do this?" 

-> We are trying to raise internal service tickets i.e Our internal project delivery team raises tickets to our internal product support team in case there are any issues observed and the support team needs to take care of . For this we want to setup some internal SLAs which will be based on the priority of the issue and hence we wanted to explore if this can be done thru some automation rules

Re : You posted this question in the Jira Product Discovery (JPD) area, and if you are actually tracking what appears to be a production support issue in JPD, that seems not to be aligned with the purpose of using JP -> I did not realise it is JPD area , my apologies for that. I was just following some posts and raised my query 

Below are responses for your other queries : 

• what type of project is this (e.g., company-managed, team-managed, etc.) -> It is team managed
• an image of your complete automation rule
• images of any relevant actions / conditions / branches
• an image of the audit log details showing the rule execution, with all the dropdowns expanded to show the details
• explain what is not working as expected and why you believe that to be the case.

The automation rules are currently working now. We are still exploring a few more use cases - like scenarios where the SLA response time and duration are to be stopped if the SLA is paused due to some pending information etc 

Currently we do not have JIRA Service Management 

Thanks

[Bill Sheboy]

If you do not have JSM, the rules would need to implement any SLA logic "manually", using custom fields, scheduled rule triggers, etc. 

That is likely to be a brittle solution as a manual field change by a person, a simple rule error, or an Atlassian outage will halt rules and invalidate your SLA handling.

I recommend pausing to fully map out (perhaps on paper) how your process works to determine how (or even if) what you want can be done with automation rules and built-in features of Jira.

[Sharmila Hiranandani]

Hi Thanks for the response. 

I now want to update one custom filed (Cust_Response Duration) of type Short text, with the difference of current time and value in Cust_Response Time. I am using the below smart value in my automation , but every time the rule runs , the Audit log shows "No Actions Performed" , Can you please help as to why the custom field "Cust_Response Durantion" is not getting updated .

Smart value which I have put in the automation rule for editing the custom field Cust_Response_Duration is : 

{{now.diff(issue.Cust_Response Time)}}