Auto-close ticket due to inactivity

Question

Hi,

I want to set up a rule using Automation that closes an Issue due to Inactivity from reporter, and status is in Waiting for customer.

I have set up an SLA for this so it will send a reminder after 5 days, and then if the customer still hasn't replyed, we till close the ticket due to inactivity after 7 days.

The problem i'm facing is that on our Resolution screen we have a custom field, that I can't set using the Choose fields to set option, so the rule fails.

The custom field that I want to set is called Component categorization, so for that it seems like I have to use the advanced section, which I assume is the JSON field at the bottom of the screen, but that's to advanced for me, and I cant seem to make it work.

I'm thinking it might be better to set all the fields using the JSON field so they will be set in the right order. Any suggestions how I should set this up to make it work the way I want?

Olha Onofriichuk_SaaSJet · Answer

Hi, @Mattias Haukebö

If you want to auto-close tickets due to inactivity, I can recommend you to try the SLA Time and Report for Jira add-on where you can set the SLA time limit. If time runs out, the task will be closed.

You can see on the screen below how it looks like:

Hope it helps.

By the way, this add-on is created by my SaaSJet team, so if you have any questions, I’m ready to help you.

Mattias Haukebö · Answer

Ok,

So i'm getting some errors in the audit log as you can see below.

I guess the message is referring to these values?

{"self":"https://kicks.atlassian.net/rest/api/3/customFieldOption/10023","value":"Low","id":"10023"}]},"customfield_10112":{"required":false,"schema":{"type":"option-with-child","custom":"com.atlassian.jira.plugin.system.customfieldtypes:cascadingselect","customId":10112},"name":"Component categorization","key":"customfield_10112","operations":

{"self":"https://kicks.atlassian.net/rest/api/3/customFieldOption/10353","value":"Jira - Ärendehantering","id":"10353","children":

{"self":"https://kicks.atlassian.net/rest/api/3/customFieldOption/11441","value":"Auto-close efter No reply","id":"11441"}]},

How do I apply these to the code snippet?

Mattias Haukebö · Answer

Great! I'll give it a go and see if it works.