Update status of Service Desk request if there have been no updates in x number of days?

Question

Hi all,

There are a number of 'In progress' issues on my SD which have not had any updates in some time.

Is there any automation available that could update the status to 'Pending' or notify the reporter or even auto close these tickets?

We have filters that capture these tickets but would like to automate some of the housekeeping if possible?

Many thanks,

Mark

Mark_oay6yg · Answer

Hi Jack,

I had tried setting this up but I couldn't find an appropriate trigger condition? These are what I have available:

Possibly some have been restricted by our admins?

Cheers

Mark

Jack Brickey · Answer

Yes you could use Automation. Have you attempted to set something up yet? It should look something like this…

trigger - scheduled daily

condition - resolution is EMPTY and updatedDate > -7d

action - send email

your actual automation will vary to meet your needs. If you try to set this up and need some help getting it just right please share your automation and specific questions.

Mahesh Shinde_k4hefc · Answer

Yes, you can do that using automation. You can mention condition like ticket is not updated for x number of days (status = In-progress and updated > xdays) then as action you mentioned transition ticket to close.

Note: Close transition should be there.