I want to implement 3 strike policy

[Arun kj]

I am new to Jira and need some assistance in creating 3 strike policy in our environment

[Valerie Knapp]

Hi @Arun kj , welcome to the Atlassian Community and thanks for your post.

What do you mean by a 3 strike policy please? Can you explain what you are hoping to achieve?

Best wishes

[Arun kj]

Hi @Valerie Knapp - Thank you for your response,

We currently have a IT - Service Desk project and we would like make use of 3 strike policy. Meaning, When the end user does not respond on the ticket when the status is set as " Waiting for Customer " There should be automated message sent on 24 hours , 48 hours and 72 hours. On the 96th hour the ticket should get auto closed. 

At the same time if the end user responds to the ticket the status of the ticket should be changed to " In-Progress  ".

[Valerie Knapp]

Hi @Arun kj , thanks for your feedback.

I would call this more than 3 strikes, prompt or reminder for customer feedback. 3 strikes usually refers to illegal activity / criminal sentencing.

I have created an automation for this. 

The configuration is to create 2 custom fields, one for 24 hours notified and one for 48 hours notified.

Then, I have a scheduled rule, which checks for tickets that haven't been updated, then I update the custom field to say they have been notified. After the both fields have been indicated, of the 24 and 48 hours notifications, you can close the ticket.

I hope this helps you.

Cheers

[Arun kj]

Thank you for sharing this, Can we also check if the ticket moved to In progress when the customer updates the ticket in 24/48 hours ? How can i directly connect with you ?