Jira Service Desk: Automate closure if there is no customer feedback

[fbeck_br]

Hello,

We have impemented a service desk workflow where after resolved the issue, agents wait for customer feedback before close:

WFORSUP <=> WFORCUST

      ||

IN PROGRESS <=> IN ACCEPTANCE => CLOSE

Depending on customer feedback, issue returns to IN PROGRESS or it is CLOSED.

How to automate those operations:

1) Send a daily reminder to customer asking for feedback

2) Close the issue if there is not feedback after 7 days.

I tried to use builtin script (script runner) escalation service beta, but I got some problems:

1) cron sometimes stopped working

2) If agent did not had enough time to close or reopen, Customer recive a reminder for feedback, or the issue was closed, even customer had provided a feedback.

(should be very nice if JSD had transition buttons on customer portal like Atlassian Support portal has)

[Deleted user]

Have you found a way to do this? I would to introduce the same thing!