Freeze issues

[Alex Gay]

When you have an open issue at Atlassian Support, but you need time to investigate something or you will not be able to answer due to holidays, you can ask the operator to freeze your ticket.

They change your request to the status 'Frozen' until a defined date.

I like this way of working and would like to implement something similar especially for during the holidays.

Is this process described somewhere?

[Alex Gay]

Thx @Trudy Claspill  and @Valerie Knapp   that could be a solution, I was hoping that Atlassian would share their lessons learned / way of working with us :-) 

[Trudy Claspill]

Hello @Alex Gay 

I have not seen any documentation of how Atlassian has implemented that.

It seems like it involves adding a status for "Freeze" and adjusting your SLAs to that they pause when the ticket is in that status. There may be a date field for setting the date when the ticket will be unfrozen. And there may be some reports or automated reminders to notify the assigned agent when the freeze is nearing its end.

[Valerie Knapp]

Hi @Alex Gay , thanks for your post.

You could replicate this relatively simply by creating a custom date field, 'Frozen until' and adding, if you don't have it already, the workflow status of 'Frozen' to your workflow.

Then, when you agree to freeze a ticket, you just move the ticket to the workflow status and add the 'Frozen until' date, you would just need to set up a scheduled automation to run as often as you want to check this, so once a day during the work week. You can automate, for the tickets that meet the query, the different actions you want to happen, so moving the tickets to another workflow status, commenting, etc. 

I have created an example rule below:

I hope this helps you. Let me have your feedback about what you think.

Cheers