Hello, 

You need to use the Supervisor Rules. 

To set up a third strike sequence you need to use a ticket custom field, a checkbox or drop down field in the in condition. 

//Daniel

indeed 3 supervisor rules will do the trick

here is an example of our first trigger

this is linked to a workflow that sends coms to the end user in there language and resolves it after no reply from the last strike rule

example of the workflow (scheduled linked to this)

That is a nice combo

Hi Daniel, Afraid we tried that and it sends an email every hour…. despite using the hours since etc

example of the workflow (scheduled linked to this)

We had something like this with a timer saying hours since it went into that status, In the end it would send 3 lots of them. Can't get this to work at all.

example of the workflow (scheduled linked to this)

We had something like this with a timer saying hours since it went into that status, In the end it would send 3 lots of them. Can't get this to work at all.

Sorry late reply,

you need to create a field in the ticket from 

then with the sheguald workflow, you make the system jump from on strike to another, after the last strike is given, the ticket can be resolved

so ticket is set in a status, Supervisor Rules checks that status and runs, setting field to firts strike, a second Supervisor Rule checks after a period, setting field to 2end strike, a 3de Supervisor Rule sets the field to final strike and the workflow for mailing kicks in

as @BartVB  say you need custom field or tag that you set after the first e-mail is sent out ( in the same rule/action ). This prevent the rule to run again. 

So you have three supervisor rules set up for each strike, and a worflow for each, am I understanding that correctly?

Follow up question, is this set up in the specific workspace or the Global settings?

You don’t need a workflow but yes, you need 3/4 rules. 
Each rule change a dropdown field or check box saying it has sent out a e-mail.

Hours is how long you like to wait and if you want wait for  4th rule it’s up to you. 
If you don’t have the dropdown every rule will continue run every 30 min. 

Strike = dropdown field

rule1 
Pending since hours 24 
Strike  = not set 
Action 
Send out e-mail 
Set Strike to 1

rule2 
Pending since hours 48 
Strike  = 1
Action 
Send out e-mail 
Set Strike to 2

rule3 
Pending since hours 72 
Strike  = 2
Action 
Send out e-mail 
Set Strike to 3

Rule4
Pending since hours 96 
Strike  = 3
Resolve ticket
Tag Resolved 3rd strike

Does this keep the rule from running more than once, or just a check that it did run before ticket is closed?

It prevents the rule to run again. 

It’s there already, things like this you need to build your self. If you add it as a idea maybe it’s added a native function. 

I would set it up in global, less work to maintain. 

Thanks for this! Another question since I’m just getting back to this. Is there a way to do this so the timer resets if someone does reply? For example: user responds after the first strike email, but then they stop responding again.

example of the workflow (scheduled linked to this)

We had something like this with a timer saying hours since it went into that status, In the end it would send 3 lots of them. Can't get this to work at all.

 

Sorry late reply,

you need to create a field in the ticket from 

then with the sheguald workflow, you make the system jump from on strike to another, after the last strike is given, the ticket can be resolved

I just replied to another poster in this thread because I want to essentially “reset” the timer on the notifications if someone replies, then stops again at some point in this sequence. Did your timed workflows accomplish that?