Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,293,795
Community Members
 
Community Events
165
Community Groups

Automatic replies to tickets which customers are not updating issue

Edited

Hi everyone,

 

We are looking to put in place an automation whereby a ticket  with a status of 'on hold- awaiting customer' will receive automated chases on a 3 and 5 day automation if they have not responded to our chases. I am currently using Service Desk - Automation for Jira.

For example on the third day of no response from a customer, we would post a comment "you have not responded in..." and then the same on the 5th day.

 

The problem is, I can't seem to work out how to exclude comments not made by the customer. I fear that the 3 day automation may reset the clock and leave us in a constant loop where it triggers every 3 days.

 

Does anyone have any advice?

1 answer

1 accepted

1 vote
Answer accepted

Hi Daniel,

You might find this useful https://jqlsearchextensions.atlassian.net/wiki/spaces/SEARCH/pages/1565491249/Jira+Service+Desk+and+JQL#Time-since-last-commented

 

The idea is to only match the issues that were commented by non JSD operators more that 3 or 5 days ago.

Hi Daniel,

 

Thanks for this - I think I found a solution but I'm going to mark this as an accepted answer, it looks like it could prove useful.

 

Thanks again!

Hi Daniel, 

    I'm curious, what solution did you find that was different from the one provided by Daniel Turczanski?

 

Regards,

  ~Mark

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Apps & Integrations

Marketplace Partner Spotlight: AppLiger

This month the spotlight is on AppLiger. We caught up with Pavel Pavlovsky, CEO and Product Manager, to learn how the company started and what fuels the team's creativity.    Atlassian:...

333 views 0 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you