Notification when no action has been taken after an internal comment

[Paul Wiggers]

Hello community,

In the past we noticed that issues were being discussed internally without an update to the external customer. In order to prevent this, I would like to send a notification or e-mail to the agent, when there has been no external communication x days after an internal comment has been added.

I have taken a look at automations and SLA definitions but it seems that internal comments are not a trigger or a metric to be tracked.

How can I resolve this? How do you handle this situation?

Thanks in advance and kind regards,

Paul

[Olha Onofriichuk_SaaSJet]

Hi, @Paul Wiggers 

If you want to receive such notifications, you can try the SLA Time and Report for Jira add-on, which allows getting notifications in comments of the Issue (task). 

You can set up Start and Stop conditions as a “Comment from”. Where a Start condition will be a Comment from the reporter (client who created a ticket) and a Stop condition will be a Comment from the assignee (customer support representative who is responsible for this issue).

And then set up the SLA Goal and choose when to send notifications if no actions have been taken after the internal comment.

Hope It helps.  

Also, this add-on is created by my SaaSJet team, so if you have any questions, I’m here to answer them.

[Paul Wiggers]

Thank you for this suggestion. I will take a look at the add-on and will let you know if this is what we are looking for.

[Olha Onofriichuk_SaaSJet]

I hope this can solve your problem. And if you have any questions, I'm ready to help you.