Auto cancel a ticket in absence of customer response in Jira service desk cloud

Sunil Yadav

Hi All,

I need to create an Automation rule to perform following action:
1)When a ticket is in Pending stage and customer does not reply within 5 working days,
then ticket should be auto cancelled from service desk.

Please help me achieve this without using any plug in. 

Jack Brickey

Hi Sunil,

the way to do this is to set up an SLA. Here is an snapshot of something similar I have set up. The first image is for the SLA and the second is for the Automation. Hope it helps. Please note that here I am using the original OOTB Automation not the recent A4J Project Automation.