Send prompt email each time customer doesn't respond

[Alex Eldridge]

I have set up an automation rule to prompt a user for comment when a helpdesk ticket is in the status of 'Waiting for Customer' and has not been updated for a week. The rule setting is like this and it is checked once a day

The rule works fine the first time this situation occurs.  However, I also want to handle the use case where

1. the customer responds to the prompt
2, we respond to them, and
3. once again the customer does not respond for a week. 

I cannot get this use case to work.  I tried changing the filter so it only looked for issues between 6 and seven days since the last update and removing the check box to prevent duplicates by only sending once, but this did not solve the problem.   Does anyone know how I could solve the use case above using available automation in Jira Service Desk cloud?

[Evgenii]

Hi, @Alex Eldridge 

I'll share with you, how I made such escalation mechanism, maybe it will suit you.

I was struggling with this riddle too, and solved it with adding comments to requests. So, I am checking how long issue is in Waiting for Customer status, and checks updated date. If issue is for a month in this status, it's closed. And every 7 days I add comment to issue, like "Dear Customer, please respond…"

My rule looks like:

[Alex Eldridge]

Hi Evgeny - in the example above, do you uncheck the box to only send once? 

When I unchecked this box, the message kept sending every day.  I thought it would not do so because the comment sent the day before would count as an update.

[Evgenii]

Hi, @Alex Eldridge 

In my rule this box is unchecked, to count, how many times user was notified.

And issue is commented every 7 days, it's set in JQL

[Alex Eldridge]

I will give this another try to see if this approach works.  It will take a few days to go through the cycle.  It's possible using start of day will fix the logic.

[Dan Breyen]

Hi Alex!  I'm glad to know that I'm not the only one who has observed this. I can't see what causes this either.  The big difference between yours and mine is probably that checking after 14 days and I'm setting a label so after another 14 days it will auto close. I've only seen it fail a few times.  Nothing is in the audit log saying why it was skipped.  It's like there's some sort of flag that won't let the automation fire again on the same ticket.  

Sorry it's not an answer, but at least you're not alone on this one :).

[Alex Eldridge]

Hi Dan - the labels idea is interesting. I am wondering if I could set a rule to look for an empty label, if empty send the comment and add a label, then remove the label if the customer responds.  It seems complicated and I would like a simpler solution, but maybe this could work. What do you think?

[Alex Eldridge]

Hello -

I have tried some other ideas but I stillhave no solution tothis problem.  I would think Atlassian has applied logic like this in its own system for replying to support tickets.  Can an Atlassian moderator give me some help here?  I am extremely frustrated that I cannot get this to work, and it appears I am not alone.