How to automate Jira Service Desk to reminder customers for waiting customer ticket

[Michael Woong]

I want to setup automate reminder in Jira Service Desk to remind customers for waiting customer ticket more than 2 weeks.

Regards,

Michael

[Paul Krueger]

I assume you're using a custom status when waiting for customers? If so,

1. When entering the Waiting for Customer status, set a custom date field ("Review Date") to the date on which you want to remind the user. You can either do this using a screen or you can populate the field with automation. 
2. Set up the automation rule.
   1. When: Scheduled
      1. Have it run daily
      2. Run a JQL search: ("Review Date" = startOfDay()) and status in ("Waiting for Customer")
   2. Action: Comment on issue - this is where you add a comment like "We're still waiting on your reply."
   3. Action: Edit Issue: You could change the Review Date to the next time you want to set a reminder. Alternatively, you could leave it in place and run another automation rule to pick up issues where there Review Date is 7 days ago and resolve them or whatever. 

That should do the trick. You'll want another automation rule to transition the issue out of Waiting for Customer when the customer does respond. (Issue commented, initiator is issue reporter, status is Waiting for Customer, then clear the Review Date and transition the issue). 

I hope this helps.

[Daniel Turczanski - JQL Search Extensions]

You may consider the service desk solutions described in our app's documentation as they don't require complex automation rules.