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Jira Service Desk Automation: Waiting on Customer

Marc Blascak

In my previous position using a different CRM system, i was able to perform the following automation rule:

Step 1 - If a ticket is in "Waiting on Customer" status for more than 1 day, the customer gets an email notification

Step 2 - If after 2 days, they get a second notification

Step 3 - if after 3 days, the ticket is transitioned to our 24HR close status, with a corresponding email as well.

this sequence should be consecutive, and not repeating.

Although Jira has relatively extensive automation components, i am unable to find anything that closely resembles the above rule.

any suggestions or assistance is appreciated. Though I am not new to IT or ITSM based products, I am new to Jira itself

UPDATE: i was able to create something that seems to work using Legacy Automation, but had to create 3 separate rules. If possible i would like something cleaner

Thank you!!

Comments

Mikael Sandberg

Hi @Marc Blascak,

Welcome to Atlassian Community!

Have a look at the automation library, in it there is an automation called "Resolve issues due to inactivity" which you could use are your base for the rule you are looking for. In order to combine all three rules, schedule the rule to run every day and then add a branch that checks when the request was last updated.

Mikael Sandberg

Something like this

Screen Shot 2021-10-06 at 2.19.33 PM.png

Marc Blascak

thanks for the detailed response! I will test this out and let you know how it goes.

Robert Carbonell

Hello, @Marc Blascak

Thank you so much for sharing this. Does this look correct?

So basically, any tickets that show as Done/Waiting for Customer will be auto-marked as Resolved on the 3rd day at 2330 CST.

However, on the 2nd day, I am sending a courtesy message at 23:30 CST that we haven't heard from you in the last two days. Just a friendly reminder: this ticket, marked as Done/Waiting for the customer, will automatically be marked as Resolved.

Marc Blascak

Thank you all for your responses, and i apologize for the extreme delay in my own However i have run into another issue

Jira has updated, and therefore changed, many elements of the automation and how they are annotated and used. to the point where i cannot mimic your responses above to test out in my own system. is there any way to update these responses to match how Jira is now currently set?