We started using automation to alert staff that a ticket remains open without a response. We instructed them using this comment in the ticket.
It appears your issue is still open. If you no longer need assistance, you can change the status by clicking “Change Status” in slack and choosing “Resolved → Done”
The feedback we are getting is that is a little difficult (and doesn't work). The request is a button or URL they can click in slack to close the issue. We do NOT want to send them to the JSM web UI. Our goal is 100% of ITSM in slack.
