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Respond to Customer and Resolve if no response is received

Casey Hale

Hi,

I was wondering if I could crowd source some help with an automation. I also don't know if what I want to set up is even possible.

I would like to set up an automation to add a comment and resolve the ticket if there is no response from the reporter (customer) after a period of time, for example after 24 hours.

I have this logic which I ran through ROVO, unfortunately it hasn't created it like I thought.

Build a scheduled Jira automation that runs hourly. For issues in status "Customer To Perform Action", if the latest comment was made by the issue reporter and it was 24+ hours ago (and no agent comment occurred after it), then add a comment advising closure due to no response and transition the issue to Resolved with an appropriate resolution.

I had a read of this Question in forums from back in 2022, but the answer was based on the status not changing. What I am looking for is an automation that can recognize if there has been no comment for a set time to then send a response to the customer and then resolve the ticket.

I will attach the flow that ROVO helped me create but testing hasn't worked.

Thank you in advance for any support.

Flow part 1.png Flow part 2.png

Accepted answers

Alan Bruce

We have this set up in our environment:

Set status to 'Waiting for Customer' (can be manually done by agent or via Automation)
Trigger = Scheduled (we check daily instead of hourly)
JQL condition in the trigger -> issuetype = Incident AND status ="Waiting for customer" and !(status changed after -14d)
- This follows our SLA of 'no response' in 14 days for an Incident
- If the customer or agent updates the ticket, we have Automation change the status ('Customer Responded' for customer or 'In Progress' for agent)
Send an email to the Reporter letting them know the ticket will be closed and a new one will need to be created if it is still an issue
Add an internal comment with the same information so the Agent knows that Automation closed the ticket
Transition the ticket to 'Closed' and set the resolution

All comments

Trudy P Claspill

Hello @Casey Hale

What are the details of the Schedule trigger? Is it executing a JQL?

What are the details of the "For" step?

When this rule runs what details are reported on the log?

You might need two separate rules; one that adds the comment and a separate one that evaluates if the last comment was that one and it was left long enough ago that the issue should be closed.

I recommend retrying this as two separate rules. Then we can look whether they could be combined into one.

Alan Bruce

We have this set up in our environment:

Set status to 'Waiting for Customer' (can be manually done by agent or via Automation)
Trigger = Scheduled (we check daily instead of hourly)
JQL condition in the trigger -> issuetype = Incident AND status ="Waiting for customer" and !(status changed after -14d)
- This follows our SLA of 'no response' in 14 days for an Incident
- If the customer or agent updates the ticket, we have Automation change the status ('Customer Responded' for customer or 'In Progress' for agent)
Send an email to the Reporter letting them know the ticket will be closed and a new one will need to be created if it is still an issue
Add an internal comment with the same information so the Agent knows that Automation closed the ticket
Transition the ticket to 'Closed' and set the resolution

Casey Hale

Hi Alan,

Thank you for your response. It never occurred to me you can simply use a JQL condition. I have run some testing and this has worked for what we would like in our environment. I've also stolen your internal comment idea too so the assignee is also alerted.

Thank you very much for your support.

Alan Bruce

I should also add that we have an Automation that sends the 'Reporter' an email daily if the status is 'Waiting for Customer' that states the ticket will be closed if there is no response in x days.

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