Jira Service Management automatically transitions tickets to the Closed status.

Hi @Nguyễn Đăng Thiện ,

There is likely an "Auto-decline" automation rule configured in your project, or a workflow transition triggered by specific conditions (like timeouts or field updates).
Suggestion: Check the "Automation" tab within the ticket's Activity section to identify exactly which rule triggered the transition.

Hello @Nguyễn Đăng Thiện 

This is a community forum, so we don't have access to your instance.

My advice would be to check the issue's Activity tab (History / changelog) to see exactly what triggered the transition to this status.

It could be an automation rule, or the reporter doing it themselves if the transition is available through the customer portal. 

Thân chào :)

Thắng

Hello and welcome to Atlassian Community @Nguyễn Đăng Thiện 

Check Activity → Approvals, not just History or Automation.

If "IT non-approval" is the Declined transition for an approval step, Jira automatically performs the configured workflow transition when an approver declines the request. The automatic transition to Closed is expected; the important question is why the approval became Declined.

Automation are here only one option, that can sit inside workflow or Approval.

These things don't happen by themselves. It's a customized configuration, and somebody inside your team/admins must configure that.

Best,

Arek 🤠 

Hi @Nguyễn Đăng Thiện 

Welcome to the Atlassian community!

This is a public community and we wouldn't be able to access your site. 

You can reach out to the Atlassian support here - https://support.atlassian.com/contact/#/

Cheers!

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