Automation / Workflow for setting status

Question

I have been having a play with the "classic default workflow" and I want to make a change to it.

When our support team reply to a ticket, we simply want to be able to set the status to either "waiting for customer" or "waiting for third party" with this we can then do two things...

1. Remind the customer to reply after X days to reply.... and then auto close after Y days

2. Remind the agent after X days to follow the request up with the third party

I can't see how I can do this by editing the workflow... can anyone help?

Thanks in advance!

Darren

Darren Ratcliffe · Answer

Thanks :)

Raynard Rhodes · Answer

I have not tested this, but it seems logical. I'm unsure if you have different issues types or how you plan on identifying tickets but you can modify the "IF" portion to suite your needs. If you have any other automation add-on (I have Automation For Jira) you would be able to drill down even further in your IF portion.

Using Project Automation (Project Settings > Automation)

WHEN: Status Changed

IF: Issue Matches; status CHANGED FROM "Previous Status" TO "waiting for customer" AND issuetype = "Whatever issuetype" AND updated >= -3d

THEN: Send Email - To Reporter