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Is it possible to use any automation to close tickets after 3 days of being resolved?

Jamie_eqeiem

The real challenge here is getting the automation to only work to business days. ie/ if a ticket is closed on Friday, i would not want it closed on Monday.

Does anyone know how this might be possible?

We are using automation for jira, and the project automation ?

Accepted answers

Hernan Halabi - Elite IT Consulting Group

Hello @Jamie you should first create an sla that uses a business days calendar. The SLA should breach after 3 days.

Then using automation module you can setup a rule that the ticket is closed when that SLA is breached

All comments

Hernan Halabi - Elite IT Consulting Group

Hello @Jamie you should first create an sla that uses a business days calendar. The SLA should breach after 3 days.

Then using automation module you can setup a rule that the ticket is closed when that SLA is breached

Gökçe Gürsel {Appfire}

Hi Jamie,

Time to SLA offers a novel solution for this.

Time to SLA's notifier mechanism allows users to fire an event at a specified time before/after the SLA breach.

The solution is:

1. Set up a business calendar and an SLA as you wish.

2. Set up a custom event just for this SLA

3. Set up a notifier for this SLA to fire an event 3 days after the breach like this:

notifier örnek.png

4. Set up a listener (Script Runner) that catches the custom event fired from this notifier to transition the issue.

5. As a bonus, you can use the status that the issue transition to as an SLA end condition so that your SLAs won't go on forever.

Let me know if you have any questions.

Best,

Gökçe

Harry Heathcote

Hi Jamie,

Using the SLA's as explained above is probably the best way to do this.

But if you do want to use Jira Automations then you will first need to set a reference point by either using the SLA's or using the Due Date Field that's on all tickets.

Then you run a second automation on a schedule checking for whether the due date has passed then transition the ticket to close.

I haven't tested this myself as the system we use doesn't use any of these things and we only have 1 closure status so this may need some little tweaks to get working.

Cheers,

Harry

Zoryana Bohutska _SaaSJet_

Hi @Jamie

You could achieve this with a combination of a custom SLA and an automation rule:

1. Settings -> SLAs -> New Metric. Create a new SLA Metric that starts when the issue is resolved and stop when the issue is closed. You'll need to add some JQL to search for resolved issues and set a goal of 3 days or '72h'.

2. Settings -> Automation -> Add Rule -> Create a Custom Rule.

When this happens: SLA time remaining -> Select your new SLA from Step 1 -> Breached (this means 0 minutes left).

Then do this: Transition Issue -> Select transition to closed (whatever it is called in your workflow).

I hope it helps!

Italo Qualisoni [e-Core]

You can also use a JQL to check for issues in Resolved status that has not being modified for the last 7 days as the Trigger Scheduled. Therefore you don't need the additional rule to set the due date.

status = Resolved and updated < -7d

Jamie_eqeiem

@Zoryana Bohutska _SaaSJet_ @Hernan Halabi - Elite IT Consulting Group

Thank you both - this seems to be working fine for us now.

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