Escalate on "Waiting for Customer" when no response is received.

I'd like to have an event that sends email to the customer and changes the Status to "Customer Waiting Overdue" after the Status has been set to "Waiting for Customer" and with no response for x days. 

Ideally another event that changes the ticket to "Resolved" y days after the first event.  

That is, ping the customer and if they don't respond after a while, close the ticket. 


Is this possible? 

 

Thanks!

2 answers

I guess there is no way to make it with Jira tools out-of-the-box.

But its pretty simple to do it using plugins, for example we using Automation for Jira plugin with scheduled rules for this case

ah. so more $$. Pity. Seems like a simple set of queries/responses. 

1 vote
Jack Brickey Community Champion Dec 20, 2017

you might want to review this thread.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

787 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you