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

1 vote
Answer accepted
Daniel Turczanski - __JQL Search Extensions
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Apr 06, 2020

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!

Hi Daniel, 

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

 

Regards,

  ~Mark

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