Automation Rule setup for Waiting for client response

Jairaj K

Hi There,

 

I'm trying to set up an automation rule on the following conditions.

1. When ticket status is changed from "Work In Progress"  to "Waiting for client response" immediately an auto email should be sent to the reporter saying "Awaiting client response".

2. After 3days from the time ticket status is being changed from "Work In Progress"  to "Waiting for client response", an auto email should be sent to the reporter. [Kind of 2nd reminder]

3. If there is no response even after 2nd notification is sent, ticket status should be automatically changed from "Waiting for client response" to "On-hold".

Thank You.

Ajay _view26_

Hi @Jairaj K 

Did you have a look at the Automation Playground ? It has examples for most common use-cases and you can have a look at the Email sample rules to achieve your specific use-case no 1.

However for achieving use-case no 2 & 3, its currently not possible to get the time in status using JQL out of the box.

You will have to store the transition timestamp in a custom field and use smart values to calculate the time in status.

Regards

Ajay