First Response Automation

[Juan Carlos Cardenas Padilla]

Good day

I want to create an automation as follows in jira services

When the incident is created, the client will automatically receive a notification that his incident is being processed and that it counts as the first response so that the sla stops me.

Could you explain to me how I can do it and the steps to follow.

Thank you

[Paul Wiggers · Accepted solution]

That is quite easy to achieve. 

First; disable the Customer Notification that triggers when the issue is created (Project Settings > Customer Notifications)

Then, create an automation that triggers when an issue is created. Let the automation comment on an issue and make sure that the comment visibility is set to "Share with Customer"

Is this what you are looking for?

[Joseph Chung Yin · Accepted solution]

@Juan Carlos Cardenas Padilla -

By default, JSM already handle notification to your customers when they submit a ticket to your JSM project(s).  The out of the box SLA configuration will automatically be executed.

So, I am not sure why you want to create an automation rule to conduct what you have described.  Please provide some more information of your ask, so we can advice you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Juan Carlos Cardenas Padilla]

Yes, he sends the notification but does not take it as a first response.
so that's why I need to create the automation that when the issue is created the email is sent and it is taken as the first response in the sla

[Joseph Chung Yin]

@Juan Carlos Cardenas Padilla -

So you want the SLA to stop counting right after the initial email notification is sent out to the customers.  Since the default process is already in placed without any automation rule, you should just update the out of the box SLA configuration accordingly to what you wanted without the need to create a separate automation rule (see below) -

Hope this helps.

Best, Joseph