Prompt customer for comment and take holidays into account

Question

I want to make use of the prompt customer for comment automation. After 5 working days it should tell the customer that the case will be closed if he does not answer. Right now i'm using this JQL statement: "status = "Waiting for Customer" and updated <= -7d".

This works great if it was not for holidays. Is there any way to mark all future holidays?

Gustav Manthorpe · Answer

I am on Jira Service Managment. I have now configured a SLA with the holidays. How would i go about prompting customers for a comment with this?

Charlie Misonne · Answer

That JQL will not take into consideration holidays.

If you are on Jira Service Management you could configure an SLA for this. SLA's support calendars where you can add holidays. In the JQL you filter for the SLA being almost breached and add the comment.

If you are not on Jira Service Management I'm afraid it won't be that simple I'm afraid.