create automations when customer not respond in x days

[Dario Alarcón]

Hi community, i have the next request:

I need to create a list of automations to comment on the issue (as a reminder) every certain number of days (5, 7, 9, 11, 13 and 15) to the client.
For example, once the issue is created and the customer does not comment for 5 days, send a comment on the issue requesting a response from the customer. If 7 days pass and we still do not receive a response, again a comment and so on until the issue is canceled within 15 days.
I was thinking of creating a list of automations for each number of days (5, 7, 9, 11, 13 and 15) but my question is the following:
- The automation of day 5 is repeated on day number 10?
- The automation of day 7 is repeated on day number 14?
That should not happen because each rule leaves a different comment in the issue.

that is the JQL sentence that i used:

status = "BIRTHDAY GIFT LINK PENDING" and NOT status CHANGED AFTER -7d

I hope someone can help me, thank you very much in advance 🙌

[Els Bassant · Accepted solution]

Hi Dario, 

In the Comment on issue action there is an option to prevent duplicates, if you have this enabled the automation will not add the same comment more than once.

ps: technically I think that, unless the issue changes, the automation would already repeat at the next day. Status has not changed since 5 days is also true at 6 days, and 7 days, and so on. However with the option above the actual comments won't be posted double.

I do recommend adding some conditions to your automation (for example the issue type or status in which this automation should trigger) to make it a little cleaner.

[Dario Alarcón]

Hi @Els Bassant thanks for the recomendation to "prevent duplicates...", i will test that 🙌

Regarding the conditions, they were already defined and I was able to test them correctly:

- Condition 1 > status = waiting for customer

- Condition 2 > NOT status CHANGED AFTER -5d

[Dan Breyen]

Hi Dario, I ran into something similar with my rules.  I wanted an update to go our if there wasn't a response, and then sent out a second response if they still hadn't responded.  I used labels.  It's something you might be able to try.  Put a label in the ticket after 5 days, and look for that label on your 10 day.  A similar issue would in theory work for your 7/14 day issue.  

I don't have exact syntax, but it might work for you.  You would have a 5day & 7 day label.  Mine's not perfect, but that might work for you to get around it.

[Dario Alarcón]

Hi @Dan Breyen , can you tell me what are the "labels" and where i find that?

Thanks a lot.

[Dan Breyen]

I'm pretty sure 'Labels' is a standard filed.  I have this field on my tickets.  Through Automations, I can check for a specific value and set a specific value in that field.

[Jack Brickey]

I would create a single rule that runs daily. My question is - what is your condition that triggers the need for the rule? Is it once the issue enters Waiting for customer or something else. You could create a custom number field and increment it each time the rule runs (daily) for any issue in the Waiting for customer status. Then that field can be used in an if/else block. Alternatively your custom field could be a date field set when the issue is move to Waiting for customer. You can set/clear the field when the issue transitions to Waiting for customer using a post function in the WF or use another automation rule.

[Dario Alarcón]

@Jack Brickey Hi, the condition is:

- when the issue is in the same status (waiting for customer) during 5 days.

- when the issue is in the same status (waiting for customer) during 7 days.

- when the issue is in the same status (waiting for customer) during 9 days.

- when the issue is in the same status (waiting for customer) during 11 days.

- when the issue is in the same status (waiting for customer) during 13 days.

- when the issue is in the same status (waiting for customer) during 15 days.

Because of this, I was thinking of creating a rule for each day number without receiving a response from the client:
-Rule for 5 days
-Rule for 7 days
-Rule for 9 days
-Rule for 11 days
-Rule for 13 days
-Rule for 15 days
But the question arises as to how the "rule for 5 days" would behave when the 10 days are over, did I explain myself well?
The same question arises for the "rule for 7 days" when the 14 days are over.
In summary, I need the "5 day rule" and the "7 day rule" to be executed only when that number of days is fulfilled and not to be repeated as the days go by.