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Waiting on Requestor Reminder


I want to send a reminder to the “Submitted By” user, two days and then five days, after the ticket status has been set to “Waiting on Requestor.”

On the fifth day reminder, I want to let them know that the ticket will be automatically closed within the next 24 hours, and then have it do just that.

Best answer by jclark

This is the perfect use case for “Stale” ticket rules.
 

https://community.incidentiq.com/discussions-tips-and-tricks-70/create-a-rule-for-stale-tickets-to-automatically-notify-the-requestor-and-close-the-ticket-372?tid=372&fid=70

 

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4 replies

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  • Specialist
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  • January 16, 2025

Kathryn Carter
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  • Community Manager
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  • January 16, 2025

@John TUPS Thank you for submitting your question to our community! 😄

@jclark takes it again! Thanks for your efforts in Community! 


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Along with the stale rule/notification, you may want to create a ticket status similar to “Resolved - No Response from Requestor”, and have the rule set the ticket with that status.

Then, if the requestor or another staff member follows up later, you’ll have that visual cue to see why the ticket was “ignored”, etc.


Kathryn Carter
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  • 9562 replies
  • January 21, 2025

^ ​@AMeyer Greendale Schools That is a great point!! Thanks for sharing! 😄


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