Custom customer notifications

[Jessica Morgan]

I'm trying to see if there's a way to add a new customer notification or manipulate an existing one. 

Basically, what we want to do is when a customer has a ticket in the status of 'Waiting for Customer' for longer than 7/14/30 days we'll send them reminders to either reply or action the ticket. Is this possible? 

[Emily _ DevSamurai]

Hi @Jessica Morgan , and welcome to the community!

Regarding your concern, to the best of my knowledge, I recommend you use automation rules in your Jira project.

If you're familiar with it, here is my suggested rule configuration:

• Trigger: Scheduled 
• JQL: status = "Waiting for Customers" AND updated <= -7d (you can adjust the number of days as per preference)
  
• Action: Send Email.

In case you haven't heard about Jira Automation, you can refer to this document [Automation], it will explain everything related, e.g.: what is Automation and what is it for, what is Trigger, Action, rule examples, etc.

I must say that Automation is extremely useful and interesting; I am learning it though, and hope you find it beneficial as well. :)