Three strike rule - ticket follow up

Question

Hello Community,

We have a requirement to implement a 3-strike rule for our Incident Management process and below is the requirement, planning to use Jira automation for this implementation and would need help.

* Strike1: Incident created and is set to 'Waiting for customer' status, no Reply from customer > 24hrs, the expectation is to send an automated notification asking for an update.
* Strike2: Incident created and is set to 'Waiting for customer' status, no Reply from customer > 48hrs, the expectation is to send an automated notification asking for an update.
* Strike3: Incident created and is set to 'Waiting for customer' status, no Reply from customer > 72hrs, the expectation is to send an automated notification and move the ticket to 'resolved' status.

All strikes need to go out only on Monday - Friday and any time we have a 'reply from a member of customer ORG' we need to start from strike1.

Mikael Sandberg · Answer

If you go to the Automation library you will find an automation called Resolved due to inactivity that you can reuse. Just change the scheduling to be for Monday - Friday using CRON expression and the query to be for the time frame you specified. You can either use the if/else condition to check when the issue was last updated, or create three different automations.