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Use case library

JWT expression editor

JWT expression parser functions

JWT workflow functions

JWT remote actions

JWT automation rules

JWT calculated fields

JWT calendars

JWT properties

JWT JQL functions

Cloud migration hub

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Old Version 5

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New Version 6

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UI Text Box
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Use case

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


Configuration

UI Steps

Include Page
DECADIS:_snip_my_schedule_calendar
DECADIS:_snip_my_schedule_calendar

UI Step

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


UI Step

Comment text

Choose Add comment manually


UI Step

Expression

Enter your custom comment, like:

Code Block
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!



UI Step

Comment visibility

Choose Customer facing comment for Jira Service Management projects


UI Step

Conditional execution

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


UI Text Box
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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.





Screenshots


Related use cases

Page properties report
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headingsJWT feature, Workflow function, Parser functions, Label
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cqllabel = "calendar-use-case" and ancestor = "27066635"

Excerpt Include
DECADIS:Contact support
DECADIS:Contact support
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Page properties
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JWT feature

Workflow function

Add comment

Parser functionswithinCalendar()
Label

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titleStaff Pick



Page properties
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Tech review

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Style guide

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titleReady for review
Needs lang. review

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titleReady for review
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titleflagged