Automation to Prompt Agent to Update every 5 Business Days

[Josh Martin]

Hello, Community!

One of the biggest complaints we get from our end-users is that tickets can be "forgotten" and not updated as frequently as they should be. 

We would like to set up an automation to e-mail the agent if a ticket assigned to them has not had any updates from them for 5 business days. Can this easily be achieved via JQL and Automation Rules? 

Thank you for any ideas in advance! 

[Mark Segall · Accepted solution]

Hi @Josh Martin 

Firstly, I would recommend more emphasis on working within the system rather than depending upon notifications and take more advantage of SLAs and queue configuration to ensure these types of things are front and center.  That way, you could nag based upon SLA setting instead of whether comments are being added because in the end, the customer is going to care more about how quickly the request is resolved vs how often they've been ignored for 5+ days. However, I get that change management doesn't happen overnight so to answer your immediate question...

You could do something where you have an automation that uses a scheduled trigger running daily.  Then use this query to drive the automation:

lastCommentedDate >=-5d

From here, you can either add an internal comment and rely upon the notification scheme to ping the assignee or you can use the send email action to update the assignee.

[Josh Martin]

Thanks, Mark! I have gone ahead and marked your answer as accepted. I think this will do just fine.

Yes, I agree- I think we should be working within the system too. However, we don't have a dedicated "helpdesk support" team that monitors these queues every day; Each team member has a lot they are responsible for on any given day, so they have to live outside of the system for now.  I'm sure we'll get there some day and I'm encouraging the use of the system as much as possible, but I have to be lenient on that expectation considering the amount of responsibilities each team member has.