automation rules for sending reminders to reporter

Ana-Maria Erascu

Hi, I'm trying to set up an automation rule to remind the reporter to offer more info regarding a request so that we can solve it.

My flow is as follows: An agent requests more details from the reporter and changes the status of the request to PENDING while waiting for more info from the reporter (this could be the trigger for the rule). If the reporter does not answer in the following 24h, a reminder will be sent. If there is still no input from the reporter after 48h after sending the reminder, the issue will be automatically closed and the reporter will be informed via an email.

I'm not sure if I can integrate the above flow into one single rule. 

I'll insert 2 print screens of what I managed to create, but unfortunately is not functional:

Do you guys have any ideas of how I could set these rules?

Thank you in advance,

Ana-Maria

 

Angélica Luz

Hello Ana,

Welcome to Atlassian Community!

Thank you for sharing the screenshots.

To send two reminders for the customer, I believe it will be necessary to use one more status, so let's call this status "First reminder".

This is my workflow and I added the status with the transition from Waiting for support > First reminder and the First reminder can go to Closed or Waiting for support:

With the workflow configured, we can create the automation to send a reminder and to close the issue.

After that, we also need to update the automation for the issue to be transitioned back to "Waiting for support" in case the customer replies to the first reminder. By default, there is an automation called "Comment updates reply status" and we need to add a new branch.

Please, give it a try and let us know how it goes.

Regards,
Angélica