JSM automate generate external comment to customer and virtual service agent FAQ.

[Claude]

Hi all,

I have recently set up a JSM and have a couple of questions:

1. I would like our JSM to automatically generate an email or "external comment" to our customer if their service request has been inactive since over 2 weeks. I have set this up now, but in addition I want the rule to check if the customer then answers within the next 7 days. If the customers responds, the ticket will remain open. Otherwise the ticket shall be automatically closed. How can I inlcude that in this rule her:
   
2. Can a virtual service agent also reply to a service request ticket directly? Or can the virtual service agent only help in creating new service request tickets?

[Marc - Devoteam]

HI @Claude 

Then you need to create another rule.

This has to be a scheduled rule as well that checks if issues has not been updated within the last 7 days.

This based on certain conditions, based on your issues.

[Claude]

Hi @Marc - Devoteam ,

Do you mind further explaining what conditions I should set on that additional rule?

[Marc - Devoteam]

Hi @Claude 

Condition can be based on the the comment author, based on smart values.

esample:

{{issue.comments.author.displayName}} should be user X and updated < -7d