Notification before the automation will close the ticket.

Question

Hello JIRA community!
I would like to ask you, if there is a way, how to set the automation rule when i want to close the tickets which has not been updated within 7 days (thats easy, i know how to do it) but now there is a more tricky thing, how to notify the customers in JSD with a comment before this close automation will hit, like inform the customer via comment 2 days before the due 7 days of inactivity.

I can setup the the comment, when the tickets will be not updated witin 5 days, but that will trigger the updated field, because the comment has been added and now it has to count again till 7 days and the trigger will never come, because it will be updated again in 5days with the same comment. So im in the loop and i want a help, if you know how to set the automation for this scenario:

Ticket is in status "waiting for a customer"  for 5 days - The ticket has not been updated within 5 days = Comment - You have to answer or the ticket will be deleted in 2 days

Ticket is in status "waiting for a customer" for 7 days - The ticket has not been updated within 7 days (but the warning messsage has been sent into the comment 2 days ago) = Ticket Rejected and comment posted about that the ticket has been rejected due inactivity.

My rule looks like this :X but it does not make sense, i also have tried to set the SLA for it, but its the same thing, i will run into the same loop again.

Any ideas?

Gaurav_0av1h6 · Accepted Answer

Hello @František Vůjtek

In order to notify the customer that the issue has not been updated for the last 5 days and would be closed in the next 2 days, in place of adding a comment to the ticket, you can send an email to the customer.

Using the email feature, the ticket would not be updated.

Kindly accept the answer if this helps you. Please feel free to reach out if you need support in setting up the rule.

Regards,

--GG

Rilwan Ahmed · Accepted Answer

Hi @František Vůjtek ,

Try this.

1. Create a automation rule with only "Send Email" for your condition "tickets which has not been updated within 5 days". This will just send email to selected users of the ticket, but doesnot modifies the "Updated" time in the ticket.

2. Create one more rule with  "close the tickets which has not been updated within 7 days".

When rule 1 sends an email and if the users updates the ticket, it wont be successful in rule 2. 
If user ignores the rule 1 email and no action is taken, rule 2 will be successful.