Hi,
we are trying to establish an automation to resolve and close tickets, which have been in the "Waiting for customer" status for a certain amount of time. What we did so far:
- Creating SLAs: One will count the time beginning from the moment the ticket transitions to the "Waiting for customer" status. It will stop counting whenever the ticket returns to one of the other statuses.
- Creating an automation rule: The rule triggers when the SLA has been breached and will transition the ticket to "Resolved" with a notification mail send to the customer ("we assume your issue has been resolved...").
We are now facing the problem that in the rule options, the rule can only be set to run as the project default. This makes sense, since there is no user actually triggering the rule, however the mail notification should be either send in the name of the system itself or - even better - in the name of the service desk staff person who is assigned to the ticket. The first solution would involve to creating some kind of service desk system user, who is set as the project default, but that would consume a license, which seems to be a little bit overkill for the intended purpose.
Any solutions?
