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There is SLA automation that we use for Reporter.
Attached are images.
I want this; If the reporter comments within 48 hours, the ticket status will be "on hold" automatically.
Is it possible?
Will this happen only on tickets that we've received as "Waiting for Customer"?
If there is an automatic "on hold" status, the SLA will stop for 48 hours.
Hi @Barış Özer , yes, I think this should be possible with a couple of rules. The first rule will be to automatically transition to on hold if a customer comments while in the waiting for customer status. The second rule will trigger on the SLA that you have breaching. In this rule, you will want to transition out of the waiting for customer status or you could have some label or some condition that would allow you to not transition to on hold as a result of the first rule. Does this make sense?
if you need assistance getting started with these rules, please let me know. I should be at my computer in the next hour and can give it a go if needed.
By the way, it seems a bit odd that she would want to transition to an on hold status if the customer responds. Generally when the customer responds while in a waiting for customer status, it goes back to support. But I don’t know your full use case either.
I want this as the 48 hour SLA is a process for us.
When the customer returns, we may forget to set it to "on hold" status. (There may be workload)
That's why I want the "Waiting for Customer" status to be automatically "on hold" status if the customer returns (comment) within 48 hours.
Can you help with screenshots?
ok so let me reset and capture what you want...
If you want to transition an issue to "On Hold" if it has been in Waiting for customer for more than 48 hours then your rule should look like this...
Please note in the above example you will want to reference your actual threshold and usually on hold status rather than pending. I did not have your SLA for and on hold status to use in this example.
If you want to transition an issue to "On Hold" that is in the Waiting for Customer status if the customer replies within 48h of entering Waiting for Customer then try the following rule structure...
Please note the following in the above example:
Please let me know if this is what you're looking for or close. I would suggest creating the rules and testing them to achieve your exact requirements.
I made it like the 2nd screenshot. And it was successful.
I couldn't do it like in the 1st screenshot. So I tried the 2nd screenshot.
I want this and can you give exact answer?
This rule should work only when there is a Waiting for Customer status.
When "reporter" comments on a different ticket, the status is not "on hold" right?
And, when the "reporter" comments, there is a lot of unnecessary text as in the screenshot. Why is that?
Will the "reporter" reply to the incoming mail?
Does it matter?
As a company, users use reply mail to post comments.
Only comments are supposed to appear?
Other articles like the one above should not come.
The rule that I provided will only transition an issue to "On hold" if all of the conditions (status = Waiting for customer AND the comment is made by the Reporter AND the SLA has not yet breached). You asked...
"When "reporter" comments on a different ticket, the status is not "on hold" right?"
Again, if the reporter comments on any ticket the rule will be triggered but the action will only be executed if all 3 conditions are met.
Regarding the text in the comment I really can't say where that's coming from. Maybe you've got some other automations or something I just don't know. However I will note that the yellow comment is an internal comment. Are you testing this where you are the reporter?
I want to know:
Will this rule work when "reporter" comments in Waiting for Customer status?
I want it like this.
Status: If the "reporter" comments when In Progress or Issue is Linked, it should not work.
Why do I want it like this?
Because I made a special SLA for the Waiting for Customer status.