Automation for resolving unresponsive customers incidents

unknown

Hi,

 

My need

I want to set up automation that after 3 days in states (Awaiting customer or Awaiting Approval) to comment to customer that we need their response and we will resolve after 7 days.

After 7 days in states  (Awaiting customer or Awaiting Approval) add a comment notifying we resolved the issue. Transition the incident to resolved.

 

What i would like help with

I wanted to configure it with "Automation for Jira" that is now integrated and a far more powerful tool, but i can not find a trigger for time in state.

Does anyone know how to give me the above with the new automation?

 

Alternative

I have configured this with 4 automation in the old automation workflow and it works, but i either dont know how to add a "Dear *Reporter name*" to this. I know what the reporter tag is in Automation for Jira but don't know what works in the old one. 

If you know the answer to this, it could also work.

Jane Yeoh

Hi Henrik,

Thanks for reaching out! You can definitely do this in Automation and you will need 2 separate rules for this.

First rule will look like this:

Using the Scheduled trigger that checks once a day if there are issues more than 3 days old and then adds a reminder comment

Your second rule is similar:

Using the Scheduled trigger that checks once a day if there are issues in the status, then transition to Resolve and add a comment:

I hope that helps! Let me know if you need anything else.

Cheers,

Jane (Automation)