Summary

This article describes how to create an Automation Rule using the Lookup Issues action (available in Automation for Jira from the version 9.0.1), which will send a Slack message in a channel containing the list of requests that will expire in less than 1h.

Environment

• Jira Service Management (JSM) Data Center Only (This article does not apply to Server licenses)
• Applicable JSM / A4J (Automation for Jira) versions:
  • JSM 5.11.0 and any higher version (this JSM version ships with A4J 9.0.1)
  • OR JSM 4.20.0 and any higher version, in combination with A4J 9.0.1

Solution

Rule configuration details

The rule will need to be configured as follows:

• Add the Scheduled trigger with the settings below:
  • Frequency: Once every 30min
  • Select the option simply run the conditions and actions without providing issues

• Add the Lookup Issues action, with the JQL query below (feel free to change the threshold and the name of the SLA to your liking):

  "Time to first response" < remaining ("1h")

• Add the Send Slack message action with the parameters below:
  • Webhook URL: Add the Slack URL obtained after configuring an incoming Webhook in your Slack account

  • Message: Copy the message below, to include the Key, URL, Summary of the requests that are about to breach:

    The following support tickets will breach in less than 1h, or already breached:
    {{#lookupIssues}}
    - <{{url}}|{{key}}> - {{summary}}
    {{/}}

  • Channel: Enter the name of the Slack channel where you want the message to be sent

Screenshot of the complete rule

Example of Slack message