Jira Service Desk Automation Rule

Question

Hi,

Is there any way to create a Rule in Automation that will close an issue after the customer will complete the "Customer Satisfaction" or close in 3 days for example if that customer satisfaction is not completed?

Basically i have the status Resolved - which triggers the Customer Satisfaction email to the customer - and i want to get the tickets to status Closed when i get the feedback or in 3 days if the customer doesn't send us the feedback.

Thanks

Susan Hauth _Jira Queen_ · Answer

Hi

I would suggest another automation rule.  When an issue is in status "Awaiting confirmation" and the customer makes a comment, automatically transition back to in progress.

Albert Manuel · Answer

Hi Sarah,

Thanks for the answer, how would i know to close the ticket if i received the feedback?

Susan Hauth _Jira Queen_ · Answer

Hi Inglo,

What we do is add in another SLA.  Starts on the status waiting confirmation (or resolution resolved) and finishes when closed.  Set it for 3 days.  Then add in an automation that triggers when that SLA breaches.  The action is to transition issue from resolved to closed (or whatever your statuses are).

Tip:  I use a user (Jira Robot) to do all these actions and also I condition the transition to close so that only the Robot can do it.

Hope that helps,

Susan