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automation rule to closing the tickets after three contacts with customer or external user.

Vaishnavi Sharath
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August 9, 2022

we need automation rule to closing the tickets after three contacts with customer/external user-3 comments in a row ,mentioning reporter/external user without customer responses between our response.

please assist us on creating automation rule for this.

2 answers

1 vote
Dan Tombs
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August 10, 2022

Hi @Vaishnavi Sharath

If you are using JSM (Jira Service Management), You can create SLAs. Then on the breach of these (depending on how often you want to use a 'strike'), you can then run an automation to do something. For example, here at intelliflo we have a two strike policy. The first after 3 working days, this will just send an additional comment to the user to chase them. After another two days we auto close the ticket.

 

These are really easy rules to implement as SLA thresholds are a trigger and commenting, transitioning are easy actions.

Dan

1 vote
Bill Sheboy
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August 9, 2022

Hi @Vaishnavi Sharath -- Welcome to the Atlassian Community!

For a threshold counter like this, you may need to implement this yourself using a custom field and an automation rule.

For example, creating a rule triggered on the issue being commented, and...

  • if the comment is from a customer, reset the counter to 0,
  • else increment the counter, and
  • finally then test the counter to learn if it exceeds your threshold to take actions

To get you started on creating your rule, please review this documentation and examples:

Kind regards,
Bill

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