Add comment when creating issues outside of business hours

Use case

If a ticket has been created outside of the communicated business hours, it is a good practice to inform the Service Management customers about this.

Configuration

Assumption: A custom JWT calendar called "my-calendar" has been defined as follows:

MON - THU {
   08:00 - 15:00,
   16:00 - 19:30;
}
 
FRI {
    08:00 - 15:00;
}

Add the Add comment post function to the create transition of the desired workflow.

Comment text

Choose Add comment manually

Expression

Enter your custom comment, like:

Dear customer, 
even superheroes need a break! Unfortunately we are closed for today. Be sure that we will take care of your request as soon as possible!

Comment visibility

Choose Customer facing comment for Jira Service Management projects

Conditional execution

NOT withinCalendar({issue.created}, "my_calendar", LOCAL)

By using this conditional execution, the comment will only be added if the creation date of the isuse is outside of the business hours defined within the calendar.