adding internal comments when "reply to customer" is not provided based on a field value changed

Question

"adding internal comments when "reply to customer" is not provided based on a field value changed"

1) when a field called "Escalation " selected as " Code-red " and no "Reply to Customer" added by the Agents / Assignee for 1hr, 2hr, 3hr from Escalation field updated ,and  internal comments should be added mentioning assignee.

is there any script supports , community members suggests here your inputs.

Sudheer Vissa_obs2o8 · Answer

Valerie Knapp

Please suggest if there is any other way to achieve this.

Sudheer Vissa_obs2o8 · Answer

We are not triggerring SLA's here.

We would like to achieve requirement through automations.

1) Escalation field is the single select field with options "Code-red" , "Code-Yellow"
2) Agents / Assignee will update Escalation field as "Code-red" 
3) after Escalation updated as Code-red there is no comment "Public comment / Reply to customer" added by Assignee, 
an automated internal comment should be mentioned assignee saying that 
"your issue has been escalation but no ETA / action taken from 1 hour". 
same should be checked with three intervals 
1st followup - should be commented internally for Assignee 
2nd followup - should be commented internally issue Escalated and no update given to customer 2hrs from escalated time.
3rd followup - should be commented internally issue Escalated and no update given to customer 3hrs from escalated time.

Valerie Knapp_dpp5c6 · Answer

Hi @Sudheer Vissa , thanks for your post.

Please can you clarify what you are trying to achieve here? It looks like you are referring to different elements in the JSM project, such as SLA's as well as automation.

Please can you try to break this down, if this is for an automation, into the automation format, so you should define

- A trigger - the event or behaviour that calls the rule

- Conditions - the specific set of attributes an issue or ticket needs to have to be included in the automation

- Action(s) - what you want to do or to happen when the trigger occurs in your issues or tickets that meet the conditions

Looking forward to your reply so we can provide assistance.

Thanks