Automated customer chasers

[hkenny]

I'd like to chase customers if they don't provide a response when a question is asked of them (issuestatus=Waiting for Customer). There would be chasers at 3days, 7days and at 14days the issue would be closed. 

I can't work out a way of doing this with automation in Jira Service Desk, unless I set up an SLA for customers(!).

Am I correct or does anyone have any other suggestions? 

Cheers.

[Bastian Stehmann]

Hi @hkenny,

If you do not want to use an add-on, I think setting up the SLA and have an automation is the easiest way. 

[hkenny]

Thanks @Bastian Stehmann. Is there a specific add on you're aware of that can do this with needing an SLA? Ideally, we wouldn't need an add on, but appreciate every product has it's limitations.

Cheers.

[Bastian Stehmann]

I had automation lite in my mind, it's even free.

https://marketplace.atlassian.com/apps/1211836/automation-lite-for-jira?hosting=server&tab=overview

There you can schedule things and I think it should do what you need.

[hkenny]

@Bastian Stehmann Hero. I'll take a look - thanks.