Automation Rule to Auto close ticket after three notification reminders.

Question

Auto closure Rule after three strikes reminders.

* I want to create an automation rule in JSM whereby if ticket is with customer, and after 2 days of no response, a customised notification reminder is sent to the customer.

To act, then after a period another reminder is sent and on the 3rd reminder, if there is still no response, the ticket is automatically closed and the customer is notified of the closure.

Note this only happens if the the ticket is with Customer.

* I also want another rule that prevents the user from reopening the ticket after it has been closed or resolved for more than 5 days.

Mark Segall · Answer

The best way to handle this is to have a second rule that when the user responds, it transitions the issue out of "With Customer" which will no longer invoke the automation rule.  Once it is transitioned back to "With Customer, the timer would start again.

Lukasz_49ow55 · Answer

Hi @Mark Segall

I'm finding your guide very helpful, as I'm trying to solve a very similar (maybe even identical) issue myself. Thanks a lot for writing it up. One thing above though I think could be unpacked a little:

If the rule runs daily as you specify above, then the "ACTION: Add Comment" in each branch would be repeated resulting in duplicate comments, e.g. the customer would receive a reminder on both the 3rd and 4th day since their last response.

We can mitigate that by ticking the box "Prevent duplicates by only adding this comment once to a particular issue." on the add comment action, BUT that would present a new problem: if a customer receives a first notification after 2 days, then replies, then the ticket again waits for the customer for 2 days, the notification then would not be sent because of that tickbox.

Do you have any idea how to address that?

Thanks again!

wrabbit · Answer

This is essentially the same scenario I've been trying to work out here:

https://community.atlassian.com/t5/Jira-Service-Management/Automated-notifications-based-on-last-customer-response/qaq-p/2186795

I had a call with Atlassian support to try and work it out. They helped tweak the queries, and I'm giving it some time now to ensure everything works as expected. If so, I will post an update there, which may also help you here.