Auto-Close Tickets with a Status of "Waiting For Customer" when no update after 10days

[Liam_McBride]

Hi All,

I am trying to create a automation rule that Auto-Closes Tickets, with a Status of "Waiting For Customer" when we have not received an update after 10days, but want to exclude certain reporters from this rule. 

I am struggling with where to but the IF excluding rule.

So far my rule is as follows;

1. WHEN Trigger is (Scheduled)
    Run the rule at 10am everyday with a executable JQL search as follows;
    Status = "in Progress" and Status = "Waiting for Customer" and updated <-10d

2. THEN New Action Component is (Transition Issue)
    Transition the status to "Closed" and set the Resolution to "Done".

3. New Action Component is "IF BLOCK"
    User Condition is Run actions if All conditions match
    Condition is "Reporter is not" followed by 12x Jira Users

4. THEN action component is (Comment on issue)
    Comment is as follows;

    Hi {{issue.reporter.displayName.split(\"\").first}},

    Unfortunately we have not heard back from you for 10 days, so we are automatically            closing this support ticket for now.

    Please feel free to re-open this ticket or comment if you still need our help.

    Thanks

    {{issue.assignee.displayName}}

5. ELSE IF Action Component is  "ELSE BLOCK"
    User Condition is Run actions if All conditions match
    Condition is "Reporter is" followed by the same 12x Jira Users

6. THEN action component is "SEND EMAIL"
    To is "Reporter"
    CC is "Assignee" and "Requested Participants"
    Subject is "{{issue.key}} Action Reminder"
    Content is as follows;    

     Hi {{issue.reporter.displayName.split(\"\").first}},

     Unfortunately we have not heard back from you for 10 days, could you please provide         us with an update so we can continue to progress this ticket.

     Thanks

     {{issue.assignee.displayName}}

[Kristján Geir Mathiesen · Accepted solution]

Hi @Liam_McBride and...

Quickly, have you experimented with "New branch" component?
With a branch, you can create a separate section with separate conditions and actions.

Alternatively, I suggest you do "divide and conquer" approach. Maybe brake this rule up into couple of rules.

HTH,
KGM

[Liam_McBride]

Hi @Kristján Geir Mathiesen

Thanks for the welcome :)

Yes my If and Else-If conditions are both on a separate branch.

So after my "Then" transition action I have 1x branch for "If Reporter Is" with a following "Then" action and then then the other Branch I have is for my Else-If "Reporter Is" and a different "Then" action.

[Kristján Geir Mathiesen]

Hi again @Liam_McBride 

Your main question is, where to put:

3. New Action Component is "IF BLOCK"
    User Condition is Run actions if All conditions match
    Condition is "Reporter is not" followed by 12x Jira Users

Correct?

Why don´t you have 2 rules?
First rule to include these 12 users as a condition and the second rule that excludes them.

HTH,
KGM