Send update required notification 1 hour after the previous 'reply to customer' was added.
Hi there,
Background:
We have SLA's to meet for updating the customer based on ticket severity (priority) until resolution is achieved.
To ensure that we make these SLA's each time I want to create an automation that calculates the time since the most recent 'reply to customer' was added and sends a notification if that time passes a certain point.
I have attempted to create a recurring SLA which would make this easy but this is not possible. I have created an SLA as below but when it has been successfully achieved once it stops and no longer calculates the time since the last comment for customer was added:
Current Focus Point:
To get around this I created a custom field called "Comment for Customer" using the Field Type 'Last public comment date'.
Although it explicitly mentions public comments and states that restricted comments are ignored I have found that each time an 'Internal comment' is added (ie. one with a closed padlock - which I can confirm the customer cannot see) it isn't ignored and the timer resets.
I successfully created the automation as I wanted (for interest I have included a screenshot at the end) but it isn't full proof as we rely on the 'internal comment' feature which means that sometimes we are not notified when the last public comment has passed our SLA time.
I have confirmed using a simple JQL search that the custom field "Comment for Customer" doesn't work as required, so I know that the issue is with that and not with its specific use within the automation.
Does anyone have any ideas on how I can make this custom field work or any other suggestions how I could get around this issue or create a recurring/refreshing SLA without installing a paid for app?
Thanks for reading!
