nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Jira Automation - close an issue a set number of days after event

Sandy Greenberg

I want to have a rule where an issue is automatically closed after it has a specific status for a set number of days.

We get client queries that we raise as the Question issue type. After resolving we need to wait for client confirmation that an issue is sorted, so we're just now setting them to the status "Awaiting Customer". We are planning on closing them after three days if we get no response, but would like to automate it. Any ideas?

So something like:
When issue transitioned to "Awaiting Customer"

If no Changes to status after three days then close issue

Else do nothing

Accepted answers

All comments

Chu Dam

Hi Sandy,

Its already a known topic here: https://community.atlassian.com/t5/Jira-Service-Management/Is-it-possible-to-use-any-automation-to-close-tickets-after-3/qaq-p/1424284

If you go down in this page, I like the approach of Harry Heathcote using Automation only (no SLA) or also Italo Qualisoni [e-Core] using Automation and JQL filter... for example:

status = Closed and updated < -3d

Cheers,
Dam.

Sandy Greenberg

Hi Dam, I think you replied as I was editing the question so I don't think that will work. We may be updating the issue within that three days and wouldn't want that to reset the clock. So it'd need to be "status not changed in 3 days" then close issue but I can't see that working in JQL.

Chu Dam

aah in JQL you can do:

status = Closed AND NOT status CHANGED AFTER -3d

This is a valid JQL search, but I'm not 100% sure about the result cause I don't have the set of data to test this JQL but it should do the trick

Can you please try and let me know?

Cheers,
Dam.

Chu Dam

@Sandy Greenberg did you had a chance to try the JQL filter I suggested?

Olha Onofriichuk_SaaSJet

Hi, @Sandy Greenberg

I’ll try to help you. If you want a rule where an issue is automatically closed after it has a specific status for a set number of days, you can install plugins that offer such an opportunity. For example, SLA Time and Report for Jira add-on and do the following steps:

Install the add-on
Create SLA configuration:
Create 24 hours Calendar
Set Trigger-field - "Waiting for Customer"
Set time goal = 72 hours = 3 days x 24 hours = 72
Set status change to Resolved
Don’t forget to check your workflow.
You need to have the ability to move to Resolved if this status was chosen.
Create a task and change status to Waiting for customer
Wait until your time goal happens.
After 72 hours the status will be changed automatically.

I hope this is what you need.

Also, this add-on is created by my SaaSJet team, so if you have any questions, I’m here to answer them.

Regards,
Olha

Sandy Greenberg

Thanks Olha for your help, but it's a big problem getting plugins approved and paid for by our Jira admin team. I need a solution that's "out of the box".