Set a timer on a Kanban board and automate ticket status change

Question

I'd like to help a technical support team automate some tasks on their kanban board.

Each ticket on the board corresponds to a technical problem reported by a user on a specific tool, but sometimes the technical teams ask for additional information (by e-mail) from the ticket requester so that they can process the ticket as efficiently as possible.

As a result, tickets move to “pending” status while they are waiting for information. Is it possible (using a plugin or automation) to add a timer and tell the table “after 10 days, all pending tickets must be changed to "completed" status because they have not received a response from the requester”?

Thanks in advance for your help!

Dick · Answer

Hi @Alexandrine DHOLLANDE , sure!

When you click the bottom left cogwheel to open up the project settings, you get a list that contains the link to Automation.

An automation is a string of commands (literally) that is being processed by Jira. 
It starts off with

* Rule Details: where the name and scope of the project reside
* Audit log: where you can find error and control messages of each time your automation ran on your instance
* Trigger: should be selected on the right hand side: scheduled trigger
* Actions like i.e. a comparison

You drag the components to the vertical "time-line" of the automation.

Alexandrine DHOLLANDE · Answer

Hi Dick, thanks a lot for your answer. I don't know how to make a scheduled trigger automation and can't seem to find it in Jira. Can you help me?

Dick · Answer

Hi @Alexandrine DHOLLANDE

This is certainly possible using Jira's automation feature. 
You would need to make a scheduled trigger automation, that finds the tickets in pending status. Then compare present date with the date created of the ticket and depending on the outcome, do the status change to completed (you can also send the person that should've provided the information an email if the email address is available).

Hope the keywords help you put together the initial automation

Dick

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