Respond to Customer and Resolve if no response is received

[Casey Hale]

Hi, 

I was wondering if I could crowd source some help with an automation. I also don't know if what I want to set up is even possible. 

I would like to set up an automation to add a comment and resolve the ticket if there is no response from the reporter (customer) after a period of time, for example after 24 hours. 

I have this logic which I ran through ROVO, unfortunately it hasn't created it like I thought.

Build a scheduled Jira automation that runs hourly. For issues in status "Customer To Perform Action", if the latest comment was made by the issue reporter and it was 24+ hours ago (and no agent comment occurred after it), then add a comment advising closure due to no response and transition the issue to Resolved with an appropriate resolution.

I had a read of this Question in forums from back in 2022, but the answer was based on the status not changing. What I am looking for is an automation that can recognize if there has been no comment for a set time to then send a response to the customer and then resolve the ticket. 

I will attach the flow that ROVO helped me create but testing hasn't worked.

Thank you in advance for any support. 

[Trudy Claspill]

Hello @Casey Hale 

What are the details of the Schedule trigger? Is it executing a JQL?

What are the details of the "For" step?

When this rule runs what details are reported on the log?

You might need two separate rules; one that adds the comment and a separate one that evaluates if the last comment was that one and it was left long enough ago that the issue should be closed.

I recommend retrying this as two separate rules. Then we can look whether they could be combined into one.

[Alan Bruce]

We have this set up in our environment:

• Set status to 'Waiting for Customer' (can be manually done by agent or via Automation)
• Trigger = Scheduled (we check daily instead of hourly)
• JQL condition in the trigger -> issuetype = Incident AND status ="Waiting for customer" and !(status changed after -14d)
  • This follows our SLA of 'no response' in 14 days for an Incident
  • If the customer or agent updates the ticket, we have Automation change the status ('Customer Responded' for customer or 'In Progress' for agent)
• Send an email to the Reporter letting them know the ticket will be closed and a new one will need to be created if it is still an issue
• Add an internal comment with the same information so the Agent knows that Automation closed the ticket
• Transition the ticket to 'Closed' and set the resolution