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.
It’s very important to have access to the workflow process from anywhere. Especially if you manage the work of others. There is no difference whether you’re out of office, or drive a ca...
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