Is it possible to send an automated reply to unanswered tickets and close them, Mark as Done!

[Nick Dart]

So we have a requirement to automatically close tickets after say 48 hours after a ticket has NOT received a response. With Jira automation is this possible at all? I cannot see anyway currently to achieve this.

[Walter Buggenhout]

Yes @Nick Dart, that can be done.

Most likely these tickets will be in a status like Waiting for Customer. Assuming that you have the necessary steps in place to update the status of these tickets when the customer does reply, you could set up an automation based on the following JQL:

Status = "Waiting for Customer" AND updated < -2d

 For those tickets, then:

• Transition the issues to a Done / Won't do status
• Set the resolution of the ticket (which can be part of the workflow transition)
• Optionally send a message to the customer that the ticket was closed

Hope this helps!