Is it possible to automate a request for update from customer?

We have a status of "waiting on customer" if we ask the requestor a question that we need an answer to before proceeding.  Customer will receive an initial notification of the new status along with the question we asked.  If customer fails to respond, would it be possible to automate a reminder notification to customer asking them to update their ticket, such as for any tickets that are in waiting for customer status without any update for more than 7 days, send an email notification out to the requestor?

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There are several ways to accomplish this and I can sum it up with the following:

  • Add-ons that can do what you need like the JIRA Escalation Service or JIRA Automation
  • Create your own script that does whatever you need and put it in your favorite cron scheduler


Thanks @Gabrielle Bautista [ACP-JA] - I have now installed the JIRA Automation plugin and that is exactly what I needed.  Have an excellent day!  smile

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