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Automation Rules

Owned by Fanny Rugerio (Unlicensed)
Jan 18, 2022
3 min read

When a ticket is raised- Autoassingnation


Jira automatically auto-assigns it to a user, usually, the person controlling support.
To change the user you:

  1. Go to Jira

  1. Projects Settings

  1. Automation 

  1. Auto assign Rule

  1. Change assignee

Link to rule: https://supportnimblr.atlassian.net/jira/servicedesk/projects/GSD/settings/automate#/rule/2186239

 

 

Auto assign a ticket from US and  LATAM 


→ When an issue is created by Amanda (US Director of Growth), it will automatically assign the ticket to the person handling support. 



→  When an issue is created by Rossana (US Customer Success Manager), it will automatically assign the ticket to her, if necessary she will change the assignee, therefore the priority level and level label will be added, changing the time frame. 



→  When an issue is created by Equipo de Soporte (Alejandra) , it will automatically assign the ticket to her, close the issue since it was closed during the day on WhatsApp and add Latam labels.

Link to rule: https://supportnimblr.atlassian.net/jira/servicedesk/projects/GSD/settings/automate#/rule/2181095

 

Ping slack channel if SLA time (Time for the first reply) is about to breach  


When an issue is created we have around 30 mins to give the first reply, it could be we will look into it or the reply, its important to be alert of the #sla channel in Jira, it links the issue its about to breach the alert.  


The automation texts you 15 mins before, given you 15 mins to prepare a response.
Link to automation: https://supportnimblr.atlassian.net/jira/servicedesk/projects/GSD/settings/automate#/rule/2186871



Auto Assing level 2 tickets 



When an issue is created and help from the engineering team is necessary, the first label (filter) is Jorge (Support Nimblr), its necessary to assign the ticket to Jorge and the following automation will occur.

  1. Priority status will change from Low -> Medium

  1. Level 2 Label will be added to the labels. 

  1. SLA time to done will be changed from 48 hrs to 24 hrs (working hours 9-5)

  1. The slack channel #escalations will be pinged with the link to the issue, who raised it and whos assigned to it.

Link to automation: https://supportnimblr.atlassian.net/jira/servicedesk/projects/GSD/settings/automate#/rule/2201795





Auto Assing level 3 tickets 



When an issue is created and help from the engineering team is necessary URGENTLY or SUpport Nimblr has more than 3 tickets a day already, issues must be assigned to Hugo or Alejandro. AUtomation goes as follows.

 

  1. Priority status will change from Low -> High

  1. Level 3 Label will be added to the labels. 

  1. SLA time to done will be changed from 48 hrs to 2 hrs (working hours 9-5)

  1. The slack channel #escalations will be pinged with the link to the issue, who raised it and whos assigned to it.

Link to automation:  https://supportnimblr.atlassian.net/jira/servicedesk/projects/GSD/settings/automate#/rule/2205404



 



Invalid Tickets 



Everyday you’ll receive invalid tickets, automation is already set up.

Transition works as follows.
Change status to waiting for the customer then change status to invalid. 



Why? Cause if you only change it to invalid the SLA time keeps running cause support didn’t write back, this way time stops, and the ticket is marked correctly as invalid.




Link to rule: https://supportnimblr.atlassian.net/jira/servicedesk/projects/GSD/settings/automate#/rule/2315857