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To act, then after a period another reminder is sent and on the 3rd reminder, if there is still no response, the ticket is automatically closed and the customer is notified of the closure.
Note this only happens if the the ticket is with Customer.
Hi @For Where
Using an example where notifications are sent every 2 days
For the part to prevent issues from being reopened, I would recommend an intermediate status that the issue sits in for 5 days before getting automatically closed this status could have a transition back to open while Closed is just closed
Your rule would look something like this:
status = "With Customer" AND status changed BEFORE -2d AND status changed AFTER -4d
status = "With Customer" AND status changed BEFORE -4d AND status changed AFTER -6d
status = "With Customer" AND status changed BEFORE -6d
status = <YOUR PRE-CLOSED STATUS> AND status changed BEFORE -5d
Hi @Mark Segall
I'm finding your guide very helpful, as I'm trying to solve a very similar (maybe even identical) issue myself. Thanks a lot for writing it up. One thing above though I think could be unpacked a little:
If the rule runs daily as you specify above, then the "ACTION: Add Comment" in each branch would be repeated resulting in duplicate comments, e.g. the customer would receive a reminder on both the 3rd and 4th day since their last response.
We can mitigate that by ticking the box "Prevent duplicates by only adding this comment once to a particular issue." on the add comment action, BUT that would present a new problem: if a customer receives a first notification after 2 days, then replies, then the ticket again waits for the customer for 2 days, the notification then would not be sent because of that tickbox.
Do you have any idea how to address that?
The best way to handle this is to have a second rule that when the user responds, it transitions the issue out of "With Customer" which will no longer invoke the automation rule. Once it is transitioned back to "With Customer, the timer would start again.
This is essentially the same scenario I've been trying to work out here:
I had a call with Atlassian support to try and work it out. They helped tweak the queries, and I'm giving it some time now to ensure everything works as expected. If so, I will post an update there, which may also help you here.