How to reset clock so that prompts occur more than once

[yang_song]

Hi,

I need help with reset clock so that prompts occur more than once when cycle of customer response and support back to customer recurs.

1. Customers receive an email after one day no response.

2. Customers receive another email after two days no response.

3. The ticket will close after seven days no response.

When customers send an email back, the cycle goes back to step 1, even the ticket is closed, after customers send an email back, it could be re-open.

Thank you,

Yang Song

[Valerie Knapp · Accepted solution]

Hi @yang_song , welcome to the Atlassian Community and thanks for your question.

For anything to do with automation, I always suggest that people look here, at the Jira automation template library - Jira automation template library | Atlassian

I found, for example, a rule that I think you could modify to meet your requirement, which is this one -

Please can you test this out and let us have your feedback if it is what you wanted to achieve?

Cheers

[yang_song]

Thank you for your suggestion, I will check this template library and see if I can figure that out.