I'm trying to setup a series of stepped automations for reminding a customer "hey we haven't heard from you in a while" on their ticket. Ideally a setup where we remind the user at 5 days, then at 10 days then a final warning at 13 and shut the ticket down at 15 days.
I originally set up automations to key off last update time - but the problem is when you run the 1st one it then updates the ticket. So then the 2nd is further out. etc
And i might be missing something obvious here, so feel free to tell me I'm haring off in the wrong direction.
I was thinking if i could set automation two to run 5 days after the 1st one run, if the ticket didn't have any updates ... and then trigger the following ones the same way. But I don't know if that is an available trigger or something that can be coded.
Hello @Alyse Middleton ,
I see you flagged this question with a Jira Service Management tag so the following solution would only apply to the SLA metrics available in a JSM project, so let me know if this is the correct project type and applies to your setup or if that was flagged incorrectly.
To set this up I would recommend setting up an SLA metric for entering a status such as "waiting for customer", Basically whatever status the workflow is using for the transition that occurs where you will be waiting for a reply from the customer. Set the metric to 120h to equate to the desired 5 days after entering that status for the initial breach event, then add the "Comment By Customer" and "entered status: X" for the final closeout condition when the issue times out and transitions to your "done" or "resolved" or "timed out" status.
Next in the automation rules you will create a rule for each time value and notification, set the trigger event to "SLA threshold breached" and set the following values for each rule
Initial Reply at 5 days after entering the status:
Second reply after 10 days entering the status noting to set the interval to +5 days in the "Breached by more than" variable as that takes the initial 120h + the 5 days from this field for the total of 10 days:
and add the desired comment structure for each, I recommend adding in Smart values to pull contextual information from the request such as the reporter's name, and a link back to the customer portal for any follow up needed, the following example is for day 13:
And for the final rule, add in a transition to auto-close the issue like the following:
Hope this helps and let me know how it goes.
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