JSM Automation - Customer no reply

[Emery Manayan]

Please help me create an automation when customer has  no reply

- Status : waiting for customer

- no customer reply (either in internal or public note) within 48 hrs after status change

- send an email to the customer

and another 2nd follo up of another 48 hrs and for the 3rd 48hrs - shoud be closure

thanks

[Marc - Devoteam]

Hi @Emery Manayan 

This is the solution I use

Create 3 separate rules with a scheduled trigger as the start, use a JQL in the scheduled trigger to get the required items.

Create a custom field, Last comment date of type Date-time and set this on the screen(s) used for edit and view

JQL example:  Status in ("Waiting for Customer") and updated <= "{{now.minusBusinessDays(2).jqlDateTime}}" AND updated > "{{now.minusBusinessDays(4).jqlDateTime}}" 

The above example also takes in mind that weekend days are not counted.

Add a conditions that you require and add a comment to the issue and an action to set the Last comment date field to {{now}}.

for the second automation scheduled trigger, use JQL:

Status in ("Waiting for Customer") and "Last comment date" <= "{{now.minusBusinessDays(2).jqlDateTime}}" AND "Last comment date" > "{{now.minusBusinessDays(4).jqlDateTime}}"

Add a conditions that you require and add a comment to the issue

for the third automation scheduled trigger, use JQL:

Status in ("Waiting for Customer") and "Last comment date" <= "{{now.minusBusinessDays(4).jqlDateTime}}" AND "Last comment date" > "{{now.minusBusinessDays(6).jqlDateTime}}"

The comment action on the issue will trigger an email to the customer with the comment set in the automation.

[Christopher Yen]

We just use a daily scheduled rule that looks for tickets using this query and resolve them

AND status = "Waiting for customer"
AND NOT status changed AFTER -7d

 You can change the -7 to -2d for your use case and add the send email action. 

We pair this with another rule that transitions the status back to "In Progress" if the reporter comments on the work item 

[Christos Markoulatos]

Hey @Emery Manayan 

And alternative to @Marc - Devoteam  3 rules you can also try a single automation rule for “Customer No Reply” with 3 stages (48h, 96h, 144h) that I think will work:

Steps to build the rule

1. Go to:
   Project settings → Automation → Create rule → Custom rule.
2. Trigger:
   • Choose Scheduled.
   • Run daily at 09:00 (your timezone).
   • JQL: status = "PENDING"
   • Uncheck “Only include issues that changed since last run.”
3. Add branches (If/Else):
   • First branch (auto-close after 144h):
     Condition: status = "PENDING" AND NOT status CHANGED AFTER -6d AND labels NOT IN ("no-reply-stage3")

Actions:

1. • • Comment (public):
       “Closing {{issue.key}} due to no response.”
     • Transition to CLOSED (match your workflow status exactly).
     • Add label: no-reply-stage3.
   • Second branch (96h reminder):
     Condition:
   • status = "PENDING" AND NOT status CHANGED AFTER -4d AND labels NOT IN ("no-reply-stage2","no-reply-stage3")

Actions:

1. • • Comment (public):
       “Second reminder for {{issue.key}}.”
     • Add label: no-reply-stage2.
   • Third branch (48h reminder):
     Condition:
   • status = "PENDING" AND NOT status CHANGED AFTER -2d AND labels NOT IN ("no-reply-stage1","no-reply-stage2","no-reply-stage3")

Actions:

1. • • Comment (public):
       “First reminder for {{issue.key}}.”
     • Add label: no-reply-stage1.
2. Cleanup step (optional but recommended):
   Add an IF block at the top:
3. status != "PENDING" AND labels in ("no-reply-stage1","no-reply-stage2","no-reply-stage3")

Action: Remove those labels.

1. Enable the rule and save.

Hope this helps you set it up! 👍