Close tickets after X days of inactivity after a first ping

Question

Hi there,

Using a workflow, can how can I accomplish the following.

1. Ping the user on a ticket that's on a waiting for Customer for 5 business days (non-weekends) that their ticket has been waiting for 5 days and that after 48 hours of no response it will be closed

2. Close the ticket once it has past 48 hours, pinging the user on the same ticket that the ticket has been closed due to no response.

Thanks!

Ender P_ · Answer

Hi there Rebekka,

Thank you for the details - Yes, I saw that there are two workflows within the templates section, once called Prompt customer for a comment and the other one called Resolved issues due to no activity.

I was looking into having all this in one same automation, I'll need to play around with it.

Thanks!

Rebekka Heilmann (viadee) · Answer

Hi @Ender P_ and welcome to the Community!

These kind of scheduled actions can only be accomplished with Jira Automation. There actually even are templates for it when you open the Automation Tab in your project settings.

Have a look and feel free to come back with any questions :)