Coming from Zendesk there was a notion of automations, which could be setup to create reoccurring ticket notifications to the customer depending on the status of the ticket. Example: Agent replies to ticket asking for more information. To drive closure an automation would run every 48 hours to notify the customer there was an update to their ticket. If a ticket went unanswered for 14 days while in waiting for customer update, an automation would run to close the ticket.
Does JSM have something similar?
This can be done by combining two elements of jira service management
SLAs allow you to measure how long a ticket takes in a particular state.
Automations allow you to send notifications or take actions based on events such as the expiration of an SLA, status changes or user responses.
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