Move ticket to next status based on time of last comment?

Question

Can I create an automation rule that moves tickets to a specific status if there hasn't been a comment in the ticket for 3 days?

Jack Brickey · Answer

Here is what I would do...

* create a custom date field for "last-comment-date" 
* add a rule to update that field whenever an internal comment is added
* add a rule that runs daily and searches for issues in status xxx and custom date field >= 3d ago
* for all matching issues transition them

again, the exact details will depend on your specific needs, and use case. Without that information, it is hard for me to give you a precise answer. However, the above should get you started assuming you have some understanding of automation already.

Ben Weisman · Answer

Hi @Jack Brickey , thanks for the reply. It would likely just be internal comments but I suppose it would be helpful to know how to work with either.

Jack Brickey · Answer

Hi @Ben Weisman , yes I think so but can you provide more details? Is this an internal comment or comment by customer or either? Please share the details of your use case so that we  might better assist. BTW, there are a lot of similar post in the Community that you might look at. One common use case is to close an issue if the customer has not responded for x-days and there is a template rule in the automation library for this I think.