Send email on X days after service-desk-agent adds comment with no reply comment

Question

I'm curious is this is possible. I'd like a way to send an alert if a ticket comes in and a first reply by a service desk agent is added but there is no follow up comment is made by a service desk agent within 3 days.

The reason is in our environment, all work orders come in to a "level one" where they are either resolved or sent to a high level. This higher level are also service desk agents and they are supposed to make a reply. I need to know when that doesn't happen via an alert, report, etc. Any ideas?

Susan Hauth _Jira Queen_ · Answer

Hi James,

Yes that should work but it will not restart automatically.  So it will start the first time the comment is made and stop the next time a comment is made.  but then if a third comment is made it will start again.

The SLA cannot stop and restart on the same action and there is no restart without a plugin.  So not sure if you want it to restart or not. that's all you need to be aware of.

Hope it helps and good luck

Matrix Team · Answer

Awesome! I'll give that a go.  Is this a good set up for the actual SLA?

Susan Hauth _Jira Queen_ · Answer

Hi James,

You can do it with an SLA and automation.

Make a SLA that starts when an agent comments on the issue and ends when there is either an assignee, transition (what ever is supposed to happen).   SLA is set for 3 days.

Add automation - when the SLA is breached for that SLA alert user (or send email).

That's what we do.  If you want to get fancier and repeat that every 3 days you will need either Extensions for Service Desk plugin to restart the SLA, or automatically transition the issue and back again to trigger the restart of the SLA.

Cheers...Susan