How to notify requester if he doesn't reply?

[Daniel Serodio]

Many ticket systems offer a feature where, after 1 business day in a "Waiting for Customer Feedback" state, an email reminds them the ticket will be closed automatically after another business day unless they respond. How can I achieve this with JSM Automation?

[Mikael Sandberg]

Hi @Daniel Serodio,

Welcome to Atlassian Community!

If you go to the Automation templates you will see a rule called Resolved issues due to inactivity that you can use as a start. That automation will add a comment on the request if it has stayed x number of days in the specified status and close out the request. In your case you would have two rules, the first one that adds the comment after x number or days and the second that would close the request after x+ days. 

[Daniel Serodio]

Thanks a lot @Mikael Sandberg, this is a great start.

Is it possible to consider only working days? The example I found in the template library uses a `status = "Waiting for customer" and updated < -5d` JQL query, which effectively skips Saturdays and Sundays, but I'd like to notify the customer if he hasn't replied in the last 2 days, and avoid sending notifications during the weekend.

[Mikael Sandberg]

It can be done, but it would make the automation a bit more complicated. You would have to use the date/time smart values to figure out if the last update was on a business day, and then diff that against now. Then change the schedule to only run on Mon-Fri to guarantee that  now is on a business day.

[Joseph Chung Yin]

@Daniel Serodio -

Welcome to the community.  In addition to what @Mikael Sandberg stated, you can also established the "Scheduled" trigger event to be executed via a CORN setup as an automation rule setup where you can send out custom email action.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.