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Send an email when a customer has not responded in x amount of time

Pétur Björn

How can I close an issue automatically when a customer has not responded in an x amount of time?

Accepted answers

Samuel Gatica _ServiceRocket_

Hi @Pétur Björn

You could do something like this with Automation for Jira:

TRIGGER: Scheduled (Mark box: Run a JQL search and execute actions)
- status = "Waiting for customer" and updated < -5d
ACTION: Transition issue
- Done status
Additionally, you can add a comment to inform the customer

Hope this helps

Best regards

Sam

All comments

Samuel Gatica _ServiceRocket_

Hi @Pétur Björn

You could do something like this with Automation for Jira:

TRIGGER: Scheduled (Mark box: Run a JQL search and execute actions)
- status = "Waiting for customer" and updated < -5d
ACTION: Transition issue
- Done status
Additionally, you can add a comment to inform the customer

Hope this helps

Best regards

Sam

Tansu Akdeniz

Hi @Pétur Björn

It is possible to define SLA metric for closure time. Then, in automation, when SLA breached, transition issue to closed.

Alternatively, you can use Scheduled trigger and provide a JQL which finds issues waiting then x amount of time without an update, then again change the status to closed via Automation.

Pétur Björn

Thank you @Samuel Gatica _ServiceRocket_
That did the trick

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