If the customer does not move the issue from resolved to done status in 24 hours, close the issue.

Berat Altunhan_gfcl00

Hi everyone, 

If the customer does not move the issue from resolved to done status in 24 hours, close the issue. 

For example, the customer opens tickets via service management. And the service desk team solve the problem and then they move the issue In progress to resolved. But our workflow finishes when the customer's moves status resolved to done. Therefore, we want this, if the customer does not move from resolved status to done status within 24 hours, the related issue will be closed automatically.

Can you give example automation or another idea for us ? 

Thanks.

 

John Funk

Hi Berat,

You can create an automation rule based on a Scheduled trigger. You can run that trigger how often you like - once an hour, 4 times a day, once a day, etc. 

You can use a JQL with the trigger with something like: 

project = ABC AND status = Resolved and status changed to "Resolved" AFTER -24h

Then add a new action for Transition Issue and select the Done status.