I am trying to figure out how to do this. Here is the scenario I am trying to solve for.
Someone logs an incident, IT picks it up and replies and puts the ticket on hold - awaiting caller. User does not reply within 3 business days and then IT wants an automated message to go to the user with a templated email stating that their incident is still on hold and will auto resolve in 3 business days if there is no reply. Wait another 3 business days and if there is no reply, auto resolve the ticket.
I tried using a workflow for this but can't figure out what needs to be done to restart the workflow if a user replies back within those 3+3 days
Any help or guidance is appreciated!
