Generate a report with the details of tickets marked done due to no response from the user

Jijo T Joy

Hi,

I have automation setup for tickets in the 'pending user verification' and 'pending for more information' status to be marked as 'done' if there is no response from the user for 2 days. Is there any way to identify how many tickets are marked as done this way and generate a report with the 'request types' and 'issue types' of those tickets? 

Trudy P Claspill

Hello @Jijo T Joy 

Welcome to the Atlassian community!

If you have a unique Resolution value that you can assign to those tickets at the same time you transfer them to done, then yes, you could create a filter to find the tickets based on the Resolution value.

If all Done tickets get the same generic Resolution value, but the Rule Actor sets issues to Done only through execution of this rule, then you could filter to find the issues based on 

status CHANGE TO "Done" BY <user ID for the rule actor>

I haven't tested that filter but in theory and per the documentation it would be valid.

If you are using a generic Resolution value and the rule Actor might transfer issues to Done under other circumstances, then coming up with a filter to select the issue will be more challenging.