Send an email when a customer has not responded in x amount of time

[Pétur Björn]

Hi

How can I close an issue automatically when a customer has not responded in an x amount of time?

[Samuel Gatica (ServiceRocket) · Accepted solution]

Hi @Pétur Björn 

You could do something like this with Automation for Jira:

• TRIGGER: Scheduled (Mark box: Run a JQL search and execute actions)
  • status = "Waiting for customer" and updated < -5d
• ACTION: Transition issue
  • Done status
• Additionally, you can add a comment to inform the customer

Hope this helps

Best regards

Sam

[Pétur Björn]

Thank you @Samuel Gatica (ServiceRocket) 
That did the trick

[Tansu Akdeniz]

Hi @Pétur Björn 

It is possible to define SLA metric for closure time. Then, in automation, when SLA breached, transition issue to closed.

Alternatively, you can use Scheduled trigger and provide a JQL which finds issues waiting then x amount of time without an update, then again change the status to closed via Automation.