automate when a ticket has been in Waiting for Customer and the last CUSTOMER comment

Joann Neve

I'm looking to automate when a ticket has status "Waiting for Customer" and the CUSTOMER has not responded to the ticket in 30d. . . resolve the ticket.

I can automate a search on waiting for customer, but can't find the trigger for last customer response < 30d

Susan Hauth _Jira Queen_

Hi Joann,

That type of automation does not automatically exist.  What you can do (and what we do) is add in an SLA that starts when the status goes to Waiting for customer.  SEt it for 30 days.  Then you can use the breached SLA trigger to transition the issue to closed.

Otherwise you can look at app: Automation for Jira which will do automations on a schedule.

Hope that helps

Susan