Stale ticket automation

Colby Cliffe

Is this possible in Jira and if it is, how would I achieve it?

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If the ticket is in the "waiting for customer" or "pending" state for more than a week

and the last comment is one of the possible assignees

remind the reporter

if no response from the reporter for 5 days, close the ticket

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Paul Wiggers

Hello @Colby Cliffe 

Thank you for your questions and yes, this is possible!

Here are the steps you will need to take:

1. Create a new SLA to keep track of the Waiting for Customer status and set a time goal that you want to trigger. In your case, a week.
2. Create an automation that checks for a SLA breach
3. Add an additional check to see if the author of the last comment is one of the possible assignee's. This might be tedious to maintain and I have skipped this logic since I don't really care who made the last comment. I am using an additional automation to change the status when a customer replies to an issue.
4. Add a public comment to the issue to remind them that they need to provide additional information
5. Create an additional automation that checks for an SLA breach longer than 5 days
6. Add a component to comment that the issue will be closed since there was no response
7. Transition the issue to the desired status
8. Enjoy!

Please let me know if this is something you can work with or if you would need additional information.