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How to Auto Close particular project Tickets If there is No Activity for more than 5 days

Sai Bandarupalli_gtrrfy

For All Tickets in ABC Project(Or minimum Service Desk Requests). We would like to Autoclose the ticket if there is no Activity for more than 5 Days. It should close and send a Notification to the Reporter "We are closing this ticket <Ticket link or Details>as there is no Activity since last Five days. If the issue is not resolved or still needs to be addressed, please reopen the ticket"

Accepted answers

Jack Brickey

Do you mean to say if the issue is in a "Waiting for customer" for more than 5d? If so this is a common question in the community. You setup an SLA e.g. when the item enters "Waiting for Customer" and when the SLA fires then Automation triggers and closes this issue w/ desired comment.

If by "if there is not Activity..." you mean something else please define this more completely.

All comments

Jack Brickey

If by "if there is not Activity..." you mean something else please define this more completely.

Sai Bandarupalli_gtrrfy

ya exactly if the issue in Wating for customer for more than 5days it should automatically move to close status and after Auto close the notification should be sent the reporter that we are closing the ticket and later if we get any reply from the reporter the ticket should be automatically move to reopen status

Sai Bandarupalli_gtrrfy

Whwn the ticket is in waiting for customer status and if there is no reponse for 5 days then ticket should close automatically

please help me out

Jack Brickey

@Sai Bandarupalli , unsure where exactly you need further but assume maybe the automation piece? Here is an example from one of my projects...

Mahesh Kallepalli_u4afak

@Jack Brickey @Sai Bandarupalli

I Have tried same automation but it doesn't work need to set any goal time in SLA ?

Dima Astahov

and SLA is available only in Service Management Projects, so look like there is no solution

Jack Brickey

Hi @Dima Astahov ,

the original post is specific to do Jira service management. if you want to do something similar with JSW or JSM you could use the updated field in a JQL condition. However, it really depends on your exact requirements.

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