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Custom customer notifications

Jessica Morgan October 29, 2024

I'm trying to see if there's a way to add a new customer notification or manipulate an existing one. 

Basically, what we want to do is when a customer has a ticket in the status of 'Waiting for Customer' for longer than 7/14/30 days we'll send them reminders to either reply or action the ticket. Is this possible? 

1 answer

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Emily _ DevSamurai
Community Leader
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October 29, 2024

Hi @Jessica Morgan , and welcome to the community!

Regarding your concern, to the best of my knowledge, I recommend you use automation rules in your Jira project.

If you're familiar with it, here is my suggested rule configuration:

  • Trigger: Scheduled 
  • JQL: status = "Waiting for Customers" AND updated <= -7d (you can adjust the number of days as per preference)
    Screenshot 2024-10-30 at 12.34.24 PM.png
  • Action: Send Email.Screenshot 2024-10-30 at 12.36.58 PM.png

 

In case you haven't heard about Jira Automation, you can refer to this document [Automation], it will explain everything related, e.g.: what is Automation and what is it for, what is Trigger, Action, rule examples, etc.

I must say that Automation is extremely useful and interesting; I am learning it though, and hope you find it beneficial as well. :)

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