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Closed ticket after X days

Steven Borne

Hi ,

I don't realy understand how works closed ticket automaticly.

I'm in the SLA, and what I want it's that everyticket who enter in status "Waiting Customer" Wait 10 day and goes to "Resovle State".

Any idea how it's working...

Accepted answers

Tessa Tuteleers

Hi @Steven Borne ,

What you want to do is a very common usecase, and you will need to do this in 2 steps:

Create an SLA
- You will need a "Customer time-out" SLA or whatever name will work for you
- You will need that SLA to start When entering waiting for customer.
- Depending of your "outs", the SLA needs to stop at every "out) (meaning, anything you need the SLA to stop; a customer comment, any transition out of the "waiting for customer Status, this could be status In progress, status Resolved,...)
- An SLA time of 10 days put on this SLA
Create an automation that triggers a transition when the previously created SLA is breached
1. You need to go to the Service Desk automation module
2. As a trigger, you need to add that the previously mentioned SLA is breached
3. For good measure, you can put a condition that the Status of the ticket at that point in time should be "Waiting for customer"
4. As an action, you need to transition the issue to status "Resolved" (Make sure that you set a resolution as well, either as postfunction in the workflow, or in the automation itself)

I put these 2 steps in 2 screenshots:

Screenshot 2020-10-30 at 12.10.31.png Screenshot 2020-10-30 at 12.11.42.png

Please let me know if this is not clear!

- Tessa

All comments

Tessa Tuteleers

Hi @Steven Borne ,

What you want to do is a very common usecase, and you will need to do this in 2 steps:

Create an SLA
- You will need a "Customer time-out" SLA or whatever name will work for you
- You will need that SLA to start When entering waiting for customer.
- Depending of your "outs", the SLA needs to stop at every "out) (meaning, anything you need the SLA to stop; a customer comment, any transition out of the "waiting for customer Status, this could be status In progress, status Resolved,...)
- An SLA time of 10 days put on this SLA
Create an automation that triggers a transition when the previously created SLA is breached
1. You need to go to the Service Desk automation module
2. As a trigger, you need to add that the previously mentioned SLA is breached
3. For good measure, you can put a condition that the Status of the ticket at that point in time should be "Waiting for customer"
4. As an action, you need to transition the issue to status "Resolved" (Make sure that you set a resolution as well, either as postfunction in the workflow, or in the automation itself)

I put these 2 steps in 2 screenshots:

Screenshot 2020-10-30 at 12.10.31.png Screenshot 2020-10-30 at 12.11.42.png

Please let me know if this is not clear!

- Tessa

Steven Borne

Hi @Piet Pieters ,

Thanks for the answer I just need some confirmations about SLA:

So I put something like this like when enterring in the states "Waiting for Customer" after 240h (10d) the tickets went to Close states ?

Steven Borne

What do I have to mentionne in JQL request ?

Tessa Tuteleers

Hey @Steven Borne ,

looks good for the SLA part.

But make sure to add all the statusses the ticket can go to from waiting for customer as well as ending conditions. (Otherwise, if you close the issue automatically, there is no customer comment, and the SLA won't stop. Or your agent puts it back to "In progress" manually because of a phone call, and the SLA won't stop,...). Make sure you got all your "exits" covered.

The JQL you mention, you can use to exclude certain issues from this SLA (Goal).

You could also put different SLA goals there. For example, an incident waiting for customer should never close, but a feature request should.

Don't forget to also create the automation after this to make the issue close.

The only thing you do here is setting an SLA, no automations are done by just doing this.

-Tessa

Zoryana Bohutska _SaaSJet_

Hi @Steven Borne

Also, you can try app SLA Time and Report. It allows you to set SLA goals and automate action for exceeded issues - change status.

Steven Borne

Hi @Zoryana Bohutska _SaaSJet_ ,

I don't have the same version that you have I can't trigger in SLA

Steven Borne

Zoryana Bohutska _SaaSJet_

Hi @Steven Borne

It is another tool for SLA time measuring from Atlassian Marketplace https://marketplace.atlassian.com/apps/1220741/sla-time-and-report?hosting=cloud&tab=overview

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