Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

0 votes
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!

Suggest an answer

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

5 mobile apps for Jira Cloud to boost productivity

  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...

284 views 2 5
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