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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

Hi Daniel,

You might find this useful


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!

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