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