We have impemented a service desk workflow where after resolved the issue, agents wait for customer feedback before close:
WFORSUP <=> WFORCUST
IN PROGRESS <=> IN ACCEPTANCE => CLOSE
Depending on customer feedback, issue returns to IN PROGRESS or it is CLOSED.
How to automate those operations:
1) Send a daily reminder to customer asking for feedback
2) Close the issue if there is not feedback after 7 days.
I tried to use builtin script (script runner) escalation service beta, but I got some problems:
1) cron sometimes stopped working
2) If agent did not had enough time to close or reopen, Customer recive a reminder for feedback, or the issue was closed, even customer had provided a feedback.
(should be very nice if JSD had transition buttons on customer portal like Atlassian Support portal has)
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