Notification after internal comment has been added

[Paul Wiggers]

Hello community!

We sometimes notice that we are quite busy discussing issues among ourselves, but we sometimes forget to keep the customer updated on the status.

I would like to send the agent a reminder to inform the customer when there has been no customer communication 48h after an internal comment has been added.
I thought this could be solved by using an SLA and to check on the breaching of that SLA, but unfortunately, it doesn't seem to be possible to start the SLA on an internal comment.

Do you know of a way this can be achieved? How do you tackle this issue?

Thanks in advance and kind regards,

Paul

[Ste Wright]

Hi @Paul Wiggers 

Just in case you're still looking for a solution, are you looking to:

• Send a notification if there's been no public comment within the last 48 hours, and if the last comment was internal? If yes, I found it easiest to:
  • Create a Custom Date/Time Picker Field - eg. Last Public Comment
  • Populate the field with an Automation Rule
  • Use a second Automation Rule to send the notification

OR

• Send a notification if there's been no public comment within 48 hours of the last internal comment being added? If yes, you should be able to do something similar:
  • Create a Custom Date/Time Picker Field - eg. Last Internal Comment
  • Use Automation Rules to populate the field and send the notification

It probably is possible to do with variables, etc - but I found this easier, and it provided fields which could be used in JQL, dashboards, etc.

---

If either of these options are of interest to you, and you'd like more detailed instructions - let us know so we can assist further!

Ste