Hi guys! Try out the Reminder app (https://marketplace.atlassian.com/1217030) Looks it might be the functionality you were looking for.

Sorry Mannu - the only way I could spare 60mins would be if my boss was being paid for it.

Refer to my last comments on 4th Jan last year - (for me) it doesn't need to be too complicated (just reliable).

Notify Requester, Assignee or list of users at a specific date/time (with the option for recurring) regardless of ticket status + an option to stop the reminder.

Hello,

Thanks so much for all your great feedback on this feature request! We’d love to learn more about your feedback on reminders & approvals, so we can work on improving Jira Service Desk for your use cases. If you'd like to help us by taking part in a 60-minute interview, please book an available time slot with us » https://calendly.com/mamrit/60min

Jira Service Desk team

This is a definite requirement for our organisation and I am surprised that Jira Service Desk cannot do it already

We are deploying service desk now, and this is a feature that we would like to see added.  Surprised that this hasn't seemed to get traction.

+1 Service Desk agents should be able to remind themselves and their colleagues that something needs doing on a certain date and time and ideally auto recurring if required - this is the first time I have used a Helpdesk that did not have Reminders by default.

This has been open for over a year now - is it something that will be implemented?

+1 on this also.

Service Desk agents should have the ability to set a reminder to themselves to review any case, either as an email or a Browser Notification. Or as previously noted, for things like SLA breech, ongoing customer communication, etc.

To add to this:

A very common scenario in SLA's for 3rd party support is communication. For example:

There's a clear requirement around communication and no way to trigger any SLA or automation to be able to support the requirement.

JQL + subscriptions will not work as those are fixed firing times. It fires at 1pm, you make a comment 1:01, you need to communicate every hour, it doesn't show up on the 2pm report, you've blown your sla.

There needs to be relative time function for JSD Automation "IF" statements as in "> 60m ago" and a way to identify those actions as in "comment for customer" for this to really be useful in a broader sense.

There are several add-ons available that work great for ad hoc manual reminders. Check marketplace.atlassian.com, they are pretty inexpensive too. I vote, let's let the devs focus on things that allow for expansion of automation functionality.

+1 We also would appreciate a reminder function. E.g. a ticket has to be resolved later or a customer only got time at a specific date etc.

+1. In my case the support request was for a DNS related task and we're going to follow up with the customer in a couple days to ensure that the DNS has propagated as intended. Would be nice to have a reminder that will notify us. Ben's original example is also one that applies to my organization.

Hello Shihab

The Due Date has no option to set a time, as date due is a native jira field for version release, this feature has been asked for in Jira but rejected, In customer service you always agree a time, I have never come across a support channel that says "very sorry for your problem i'll call you back in two days to help" You always work out a time.

I have gotten around this by using a custome field of Date/ Time and some clumsy workflow transitions.

However a "reminder button" that allows you to select a date and time and then automatically reminds you is preferred and is native in almost all support systems.

Hi bena,

It's possible to set up email notifications for issues that match a certain JIRA JQL Search using Filter Subscriptions: https://confluence.atlassian.com/display/JIRA/Receiving+Search+Results+via+Email

You create a search based on the "Due Date" field and send out reminders when the issue is due soon, eg. duedate < 2d, to find issues that are due in the next 2 days. For more examples of searching using the Due Date field, check out https://confluence.atlassian.com/display/JIRA/Advanced+Searching#AdvancedSearching-DueDate

Cheers,

-Shihab