Auto-Resolve Ticket

Question

Hi,

I'm looking for a way to auto-resolve tickets if I haven't heard from a user/customer in 3 days. Hoping this is possible, but I'd like to set it up this way:

Last comment exceeds 3 days/72 hours, add comment to notify why the ticket has been resolved, change status and resolution reason.

Struggling to figure out how to do so though, so any help would be greatly appreciated.

Mike Donnarumma · Answer

Hi Adam,

I'm new on Jira Service Desk but I have already managed this case.

I've created a SLA called 'Resolve to Close'

After that, you have to create an Automation Rule executed when the Sla's is breached.

Jack Brickey · Answer

You don’t need an addon for this. You can achieve by using an SLA (non responsive customer) and leveraging Automation when the SLA breaches.

Adam Waterhouse · Answer

As soon as I posted I figured it out. We have another automation add-on which does what we need.