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Three strike rule - ticket follow up

Hello Community,

We have a requirement to implement a 3-strike rule for our Incident Management process and below is the requirement, planning to use Jira automation for this implementation and would need help.

  • Strike1: Incident created and is set to 'Waiting for customer' status, no Reply from customer > 24hrs, the expectation is to send an automated notification asking for an update.
  • Strike2: Incident created and is set to 'Waiting for customer' status, no Reply from customer > 48hrs, the expectation is to send an automated notification asking for an update.
  • Strike3: Incident created and is set to 'Waiting for customer' status, no Reply from customer > 72hrs, the expectation is to send an automated notification and move the ticket to 'resolved' status.


All strikes need to go out only on Monday - Friday and any time we have a 'reply from a member of customer ORG' we need to start from strike1.

 

1 answer

0 votes
Mikael Sandberg Community Leader Aug 29, 2022

If you go to the Automation library you will find an automation called Resolved due to inactivity that you can reuse. Just change the scheduling to be for Monday - Friday using CRON expression and the query to be for the time frame you specified. You can either use the if/else condition to check when the issue was last updated, or create three different automations.

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