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I'm in charge of helping modernize and update the help desk for a software company. My background comes from using ConnectWise products.
One feature we used was if a ticket was in status X for more than X days email client and do some other house keeping like place in a new status that will alert the help desk to call client. I found a way to do that kinda using SLA's but I'm riunning into a issue
If we place it in waiting on client and the SLA enables on that status with a 72 hour count down. Now the client responds the next day, the SLA doesn't reset and I can't find a way to make it. Is there a way to make the SLA counter restart when a client replies or its back in that status?
Hi @Justin Thiel,
Welcome to Atlassian Community!
You can do this with automations, if you go to Project settings > Automations and look under the Library tab you will see an automation for that called "Resolve issues due to inactivity" that you can use.
Ok last issue I hope.
The what I'm trying to do is if a ticket has no reponse for X days it closes. If a client responds I want to restart the timer at X days again, not x - whatever time has elapsed already while waiting for a client.
For example lets say I want to close after 3 days
Ticket is placed in queue by user in status waiting for support.
I contact client and get no response send a follow up email asking questions, I place the ticket in waiting for customer, that starts the timer.
Client responds 48 hours later with the info I need. Ticket is back in waiting on support, timer is stopped. But lets say I call the user miss them again, I put the ticket back to waiting on user but the timer is now at only at 24 hours left.
Can I reset the timer to 3 days or is there another way to accomplish this flow?