You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
I have this question.
An user needs an automation in a service management proyect where one of the conditions is that the last comment from customer is greater than 24hs
I do not have any addon, and the company doesn't approve any.
Is there any way to achieve this?
Thanks in advance
Could you provide the logic for the full rule? It can help to try and replicate the rule sometimes, rather than just one condition of it.
It might be possible - just to confirm though, the comment must have been from the customer, not just any public comment?
Hi @Stephen Wright _Elabor8_ thanks for your answer
The logic would be like this..
If the issue status is different from "Waiting from customer" or " Resolved" or "Done"
and the custom field "Es cliente crítico" = Si
and the last comment has been from a customer in the last 24hs
Then send a message to a slack channel stating that "The ticket needs your attention"
The key is that I need to include in the conditions that the last comment has been from a customer, not public, not internal.
Thanks in advance,
I think I've found a way to do this - although it does required two rules, and an extra custom field.
Effectively, the logic is:
This is how I did it.
I created a new Custom Field - type: Date/Time Picker.
This field will capture when a customer makes a comment - for this example, I've called the field "Last Customer Comment"
Rule 1 will set the "Last Customer Comment" field - this is the rule:
Rule 2 then checks for the parameters you require in the main rule:
A few notes on these rules:
Let us know what you think!
I am testing the rule right now...
but I don't know why the condition for the Last comment is not working...
It shows that the condition is not matching, so I have added an email to see which values are not matching.
The reporter and the last comment auther are the same, here an example of what I get:
Last comment author: 5b48e5cad68487679779c2dd
they are the same.
Has something to do that the customer is a in fact a jira user also?
Thanks in advance,