Automation based on Customer response

[Thomas Franek]

Hello,

in our Service Projects, we have an Automation that sets the Issues to the Status "Waiting for Customers" whenever an Employee makes a public comment for the customers.

Now, we want to set up an Automaton, that runs daily and checks all "Waiting for Customers" issues. If the customers haven'd answered in the last 3 days, it's supposed to send a reminder to the customer. Then, after 2 days, if there still wasn't an answer, the tickets is supposed to be closed.

I can figure out the first part, where I just made a JQL query that takes all Issues that have to correct status and haven't been updated in the last 3 days, but I don't know how, or if I can do the part after, where the automation waits another 2 days and closes the ticket.

Right now, the only solution I see is to create another Status like "Customer reminded" and make 2 seperate Automations. One that waits 3 days, reminds customers and sets the status to "Customer reminded", and a second automation that checks all Issues that are "Customer reminded" and closes them after 2 days.

Is it possible to do that with a single automation and single status?

Thanks for the help!

[Bill Sheboy · Accepted solution]

Hi @Thomas Franek -- Welcome to the Atlassian Community!

One key for a scenario like this is state management.  I recommend initially writing this as two rules, and then considering how / if to merge them, ordering the cases properly.

You describe already having the first rule to send the reminder, and that probably uses JQL similar to this example rule in the template library: https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/1357359

Your second rule could also use JQL to check for no update within 2 days, and within the rule add a condition to look for a comment posted by the first rule.  That will do two things:

• as 2 days is less than the first rule's check on 3 days, it will prevent collision errors
• it will detect when to close the issue

With this information, it is clearer how to combine the rules, using an if / else structure:

• trigger on no updates for greater than or equal to 2 days (which will include the 2 and 3 day issues)
• using an if / else condition, check if the comment was already posted, and so transition to closed
• else if check if it has been 3 days, and add the initial comment
• else do nothing...as it has only been the initial 2 days since no activity and no reminder has been sent

Please note, rules like this with JQL check calendar days, not business days.  So consider how you may want to address that: increase the day thresholds, add rule complexity, etc.

Kind regards,
Bill

[Thomas Franek]

Hello Bill,

We have 2 Automations now. Depending on the content of the latest comment they determine whether to send a reminder or to close the ticket.

I'm still figuring out a solution for the weekend days, but I'm a big step forward.

Thank you very much!

Best Regards,

Thomas