Reminders and escalation for stalled tickets

The scenario checks tickets daily for overdue and blocked status and escalates on its own: assignee, then team, then manager.

  • Reminders arrive on their own — no awkward conversations
  • Three escalation levels by age
  • A separate track for blocked tickets
  • Emails are paced, not dumped all at once
Set it upScriptera

How it works

To get Mautic notifications in Flow, you don't need a developer: a ready-made scenario watches events and sends messages for you.

  1. Starts when: When clicking ‘Execute workflow’
  2. Then: ⚙️ CONFIG
  3. Then: GET_JIRA_ISSUES
  4. Then: GET_ISSUES_LIST
  5. Check: Loop Over Items
  6. Then: ISSUE_DATE_INSIGHTS
  7. Check: ROUTES
  8. If yes: SEND_DUEDATE_REMINDER
  9. Then: Wait - Rate Limit (Reminder)
  10. Then: CONTINUE_LOOP_OVERDUE_WARNING
  11. If no: IS_OVERDUE_BETWEEN
  12. If yes: SEND_DUEDATE_WARNING
  13. Then: Wait - Rate Limit (Warning)
  14. Then: CONTINUE_LOOP_ESCALATION
  15. If no: NOTIFY_TEAM
  16. If no: MANAGER_ESCALATION
  17. Then: Wait - Rate Limit (Escalation)
  18. Then: CONTINUE_LOOP_BLOCKED_WARNING
  19. If no: GET_ISSUE_CHANGELOG
  20. Then: AGGREGATE_ITEMS
  21. Check: MERGE_DATA
  22. Then: GET_BLOCKED_ITEM
  23. Then: COMPUTE_BLOCKED_DAYS
  24. Check: Switch
  25. If yes: SEND_BLOCKED_WARNING
  26. Then: Wait - Rate Limit (Blocked Escalation)
  27. Then: CONTINUE_LOOP_BLOCKED_ESCALATION
  28. If no: NOTIFY_TEAM_BLOCKED
  29. If no: MANAGER_ESCALATION_BLOCKED
  30. If no: DATA_FLOW
  31. If no: CONTINUE_LOOP
  32. Starts when: Schedule Trigger

You can launch this Mautic + Flow integration in Scriptera: describe the task in plain words — the scenario is built, launched and monitored for you.

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