Automatic Customer reminders

[Jeremy Wood]

Hello,

I know this question has been asked before but I'm struggling to find any answers that fit my needs. I am looking for a way to send customers a reminder when their ticket is in status "Waiting for customer" for 1, 2, and 3 business days. On day 4, i want the ticket to close automatically. 

I have tried to build out separate automations for each day but the problem is that i am sending the reminder by adding comments, that way the reminder shows up in the ticket logs. Each comment counts as an update to the ticket. So on day 1 when it adds the first comment it reset the timer, and then day 2 automation wont trigger until 2 days after that (day 3) and this repeats for each automation making it day 1, 3, 6, and 10 before the ticket closes. 

I could just send the e-mail via automations but then it doesn't show up on the ticket logs and users try to pull the "I didn't get a notice" card. I want to avoid that if possible. 

I've seen some recommendations around setting an SLA and then triggering when the SLA breaches but i worry this would skew SLA reports and show a bunch of violations caused by users not responding instead of showing tickets that actually need addressed by the team. 

I've also seen the recommendation of creating three different status's and moving it from one to the next at each stage. This could work but just feels really clunky and adds extra work to update filters and dashboards to now account for the extra status's. 

Are these the only options or is there a better way I'm missing? Or are there ways to address my concerns with the ways suggested? 

[Arkadiusz Wroblewski]

Hello @Alan Bruce 

Atlassian have official KB Article about that.

Please take a look Here 🤠😉

https://support.atlassian.com/jira/kb/implement-automated-issue-inactivity-follow-ups-and-closure-in-jira-service-management-cloud/

[Trudy Claspill]

Hello @Jeremy Wood 

I wonder if there is something missing from your scenario description.

Your first paragraph talks about activity based on how long the item has been in the Waiting for Customer status. But then the rules are based on Last Updated.

Is there something that the customer can do that causes the status to change?

Assuming there is, here is another option.

Have a custom date field that is set to now by the transition to the Waiting for Customer status.

In every transition to any other status, clear that same field.

Create an automation that runs daily and selects issues based on JQL:

{your custom date field} is not empty

In the automation create a variable to get the days difference between the current date and that date field.

Create an IF/ELSE block:

If {your date difference variable} is greater than or equal to 4

Then Transition Work Item to your "closed" staus

Else If {your date difference variable} is greater than 0 and less than or equal to 3

Then Comment on Work Item with comment to remind the user to respond

Else

Do nothing

[Alan Bruce]

1st automation:

• I send daily reminders when the status = "Waiting for customer" 

2nd Automation: Else-If

• IF -> For Incidents:  Status = 'Resolved' or 'Waiting for Customer' and the initiator is the Work item Reporter -> change the status to 'Customer responded' 
• ELSE -> For Requests: Status = "Waiting for Customer" AND Initiator is Work Item Reporter - -> Change status to "Waiting for Support"

3rd Automation - Closing ticket due to No customer response

• Scheduled Trigger w/JQL condition -> status ="Waiting for customer" and !(status changed after -14d)
  • Send email to Reporter letting them know the ticket is closing
  • Add Internal Comment -> 

    Email sent to 'Reporter':

    {{issue.key}} will now be closed due to no response for the last 10 business days. Closed issues/requests can not be re-opened. A new issue/request will need to be submitted if this is still needed.

    Thank you,
    The Helpdesk

  • Transition ticket to 'Closed'

Maybe that will help you out.