Hi All,
I am trying to create a automation rule that Auto-Closes Tickets, with a Status of "Waiting For Customer" when we have not received an update after 10days, but want to exclude certain reporters from this rule.
I am struggling with where to but the IF excluding rule.
So far my rule is as follows;
1. WHEN Trigger is (Scheduled)
Run the rule at 10am everyday with a executable JQL search as follows;
Status = "in Progress" and Status = "Waiting for Customer" and updated <-10d
2. THEN New Action Component is (Transition Issue)
Transition the status to "Closed" and set the Resolution to "Done".
3. New Action Component is "IF BLOCK"
User Condition is Run actions if All conditions match
Condition is "Reporter is not" followed by 12x Jira Users
4. THEN action component is (Comment on issue)
Comment is as follows;
Hi {{issue.reporter.displayName.split(\"\").first}},
Unfortunately we have not heard back from you for 10 days, so we are automatically closing this support ticket for now.
Please feel free to re-open this ticket or comment if you still need our help.
Thanks
{{issue.assignee.displayName}}
5. ELSE IF Action Component is "ELSE BLOCK"
User Condition is Run actions if All conditions match
Condition is "Reporter is" followed by the same 12x Jira Users
6. THEN action component is "SEND EMAIL"
To is "Reporter"
CC is "Assignee" and "Requested Participants"
Subject is "{{issue.key}} Action Reminder"
Content is as follows;
Hi {{issue.reporter.displayName.split(\"\").first}},
Unfortunately we have not heard back from you for 10 days, could you please provide us with an update so we can continue to progress this ticket.
Thanks
{{issue.assignee.displayName}}
