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How to notify requester if he doesn't reply?

Daniel Serodio February 16, 2024

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?

2 answers

1 vote
Mikael Sandberg
Community Leader
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February 16, 2024

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 February 19, 2024

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 19, 2024

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.

0 votes
Joseph Chung Yin
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 16, 2024

@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.

  

 

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