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Status change when reporter comments (Automation)

Barış Özer

There is SLA automation that we use for Reporter.

Attached are images.

I want this; If the reporter comments within 48 hours, the ticket status will be "on hold" automatically.

Is it possible?

Will this happen only on tickets that we've received as "Waiting for Customer"?

If there is an automatic "on hold" status, the SLA will stop for 48 hours.

Accepted answers

Jack Brickey

Hi @Barış Özer , yes, I think this should be possible with a couple of rules. The first rule will be to automatically transition to on hold if a customer comments while in the waiting for customer status. The second rule will trigger on the SLA that you have breaching. In this rule, you will want to transition out of the waiting for customer status or you could have some label or some condition that would allow you to not transition to on hold as a result of the first rule. Does this make sense?

if you need assistance getting started with these rules, please let me know. I should be at my computer in the next hour and can give it a go if needed.

All comments

Jack Brickey

if you need assistance getting started with these rules, please let me know. I should be at my computer in the next hour and can give it a go if needed.

Jack Brickey

By the way, it seems a bit odd that she would want to transition to an on hold status if the customer responds. Generally when the customer responds while in a waiting for customer status, it goes back to support. But I don’t know your full use case either.

Barış Özer

Hi @Jack Brickey

Hello again,

I want this as the 48 hour SLA is a process for us.

When the customer returns, we may forget to set it to "on hold" status. (There may be workload)

That's why I want the "Waiting for Customer" status to be automatically "on hold" status if the customer returns (comment) within 48 hours.

Can you help with screenshots?

Jack Brickey

Hi @Barış Özer , I am mobile at the moment but will try to get back to this later today. If you have attempted the rules please share here as that will remind me and might be quicker to resolution.