Set automation to close ticket 24hrs after status was changed

James Gray_f8ayds

Hello,

I am trying to add automation to change the status of a ticket from "Resolved, waiting for Calls" (renamed the pending status) to "Done" after 24 hours, however, the automation is running but it is not being transitioned. 

 

Any suggestions, or is there an easier way to transition it?

Thanks  

Fernando Eugênio da Silva

@James Gray 

You actually need to create a Scheduled rule to do this.

The 24 hours factor is like a condition that will never be reached according to your automation rule.

Try something like this:

1. - Use the 'Scheduled' trigger
2. - Choose the time that the rule will run, we usually set it once a day, every day at the specified time
3. - Check the option "Run a JQL search and execute actions for each issue in the query."
4. - Uncheck the option "Only include issues that have changed since the last time this rule executed"
5. - In the space to insert the JQL, put the JQL filter that contains the issues you want to target: status = "Resolved, waiting for calls" AND updated <= startOfDay(-1d)
6. - In Action, define the action that it really is: Transition issue to Done status

After that, every day at the stipulated time, the issues that are within the filter will be transferred to Done

Hope this helps. Let me know if you have any question.

Regards,

Fernando