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Jira Service Desk Automation: Waiting on Customer


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!!


1 answer

1 accepted

8 votes
Answer accepted
Mikael Sandberg Community Leader Oct 06, 2021

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 Community Leader Oct 06, 2021

Something like this

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

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

Like Mikael Sandberg likes this

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