Escalate on "Waiting for Customer" when no response is received.

Question

I'd like to have an event that sends email to the customer and changes the Status to "Customer Waiting Overdue" after the Status has been set to "Waiting for Customer" and with no response for x days.

Ideally another event that changes the ticket to "Resolved" y days after the first event.

That is, ping the customer and if they don't respond after a while, close the ticket.

Is this possible?

Thanks!

Jack Brickey · Answer

you might want to review this thread.

Jeffrey Hoover · Answer

ah. so more $$. Pity. Seems like a simple set of queries/responses.

Evgeniy Russkikh_cssm12 · Answer

I guess there is no way to make it with Jira tools out-of-the-box.

But its pretty simple to do it using plugins, for example we using Automation for Jira plugin with scheduled rules for this case