Non responder automation

Idea created by Jamie Milks on May 25, 2016
    Under Consideration
    • Yuval Pecht
    • Andrew Eardley-Day
    • Jamie Milks
    • Arman Amlani

    (Originally posted on 22, January 2016)

    Our techs spend a decent amount of time sending requests to users that had urgent incidents but will not respond to requests for information.  We have a three attempt rule and I was wondering if this could be useful as an automation workflow for other companies.


    -No response from user, they are not out of office and the issue is not email
    -Tech enters request for information in a freeform text box
    -Tech enters a closure of ticket due to non response in a freeform text box
    -Samange posts RFI to ticket at initiation.
    -Samanage waits 1 business day
    -If no response/post to ticket - Samanage posts RFI to ticket again
    -Samanage waits 2 business days
    -If still no response/post to ticket - Samanage posts Closure of ticket test to ticket and sets state to resolved.


    If this is possible/wanted, being able to change the days and having defaults for both days and text would be helpful (especially for new techs)

    What problem will this feature solve?: