Setup Automatic Due Date Responses

Matthew Anderson_2jluwh

Hello,

 

We are trying to create an automation for users that request loaner equipment.  What we would like to do is:

IF User Creates and Issue 

CONDITION Status = Waiting for support AND Component = Loaner Laptop

THEN set status = Waiting for Customer > Set due Date if greater than (>1w) > Email reporter "Please return your loaner equipment.  If you still need this item, please let us know when we can expect you to return it"

 

Is this an automation action that is possible? 

Jack Brickey

If it were me I would leverage an SLA coupled with automation. 

1. Create an issuetype of “loaner” or similar
2. Create an SLA for loaner of 1 week or whatever
3. create an automation for breached on loaner to send email