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Reopen issue if due date is overwritten

Reopen issue if due date is overwritten

Hi community,

i'm new in this automation process and found no template and the automation could help me.

I would like to postpone an issue.

IF there is a "due date" AND the "due date" is exceeded

THEN reopen the issue

This would be essential to my service desk project

1 answer

1 accepted

4 votes

Answer accepted

Hi @Janek Häßler ,

welcome to the community!

I would set up an automation scoped to your service project or projects with a scheduled trigger that runs once a day with the following JQL:

duedate <= now() AND statusCategory = Done

This should identify all issues currently resolved or done with an expired due date. With a edit issue action you can now transition these into your desired status.

Instead of closing and reopening you could use a status like "pending" . In your SLA configuration you can pause SLA while in pending.

Hope that helps!

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It helped a lot and I also learned a lot here.

It now works (and I'm fixed to do even more).

Thanks David !

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If you want to check if the duedate has been exceeded, wouldn't you want to select issues where the duedate is before "now"?

duedate <= now()

Also, you would use the Transition Issue action, not the Edit Issue action to change the issue status.

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Like • David Friedrich likes this

Hey Trudy, yes - I already checked it, also that I cannot {{null}} the due date during the transition to change the status. It has to be a second step.

And my trigger filter is:

duedate <= now() AND project = "<name of project>" AND NOT status IN (Resolved, Closed)

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@Trudy P Claspill you are absolutely right! I corrected that little mistake in my answer to @Janek Häßler . Thank you!

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