Automatic replies to tickets which customers are not updating issue

[daniel.straker]

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?

[Daniel Turczanski - __JQL Search Extensions · Accepted solution]

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.

[daniel.straker]

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!

[Mark Martinez]

Hi Daniel, 

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

Regards,

  ~Mark