Hello,
I try to set up a rule in Service Desk to prompt customer for a comment when they did not respond in an expected time and to downgrade the severity automatically as a result.
I want that a noticiation is sent to customer when a request with severity "high" has been in status 'waiting for customer' for >= 2 days and "Time to done" is due in less than 60 minutes. In addition the severity should be downgraded automatically by one level (high --> medium).
Note: There is another rule in place that changes the status from "waiting for support" to "waiting for customer" when replying to customer.
1) When setting up the rule as following:
When this happens: Issue is in "waiting for customer" for 2d
If these match… "Time to done" = remaining(1h) and Severity ="high"
Then do this.. Add comment .. and edit "severity"
?? In my understanding the rule will only pick the cases which matches the exact 2 days in status "waiting for customer" as you cannot provide a time range such as " >= 1 day".
??
2) When Setting up the rule as following than there is no possibility to set up the condition "Time in Status".
When this happens: SLA "Time to done" is due soon (60 min remaining)"
If these match… status = "Waiting for customer" and Severity ="high"
!! Error message: [CHART] Time in Status is not applicable for the current project and/or issue type.
Then do this.. Add comment .. and edit "severity"
--> Result: This rule will pick all cases due in 60 mins (SLA) with condition "waiting for customer" and "severity high" regardless of how long we have been waiting for customer to reply.
Is there any way to set this rule up correctly?
