How can I create a URL that allows someone to CLOSE and RESOLVE a JSM via SLACK?

[Greg Zielinski]

We started using automation to alert staff that a ticket remains open without a response.  We instructed them using this comment in the ticket.

It appears your issue is still open. If you no longer need assistance, you can change the status by clicking “Change Status” in slack and choosing “Resolved → Done”

The feedback we are getting is that is a little difficult (and doesn't work).  The request is a button or URL they can click in slack to close the issue.  We do NOT want to send them to the JSM web UI.  Our goal is 100% of ITSM in slack.

[Marc - Devoteam]

Hi @Greg Zielinski 

If you specify the issue in slack to the use with the 3 dots option, they should have the option to transition the issue, but I don't know if this can be done if a user is not an agent.

You cold also opt for an automation rule that based on issues in a certain status will sent out a slack message to the reporter, the the issue will e closed in a certain number of days.

Have another schedueld automation to check if the issue is still "stale" after a number of days in certain status and as action close and or resolve the issue