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Close ticket after x number of days with no response from the customer

Brady Buttrey

I'm looking for a method to close a ticket after x amount of day without a response from the customer. I assume this can be done through an automation, but I'm not sure how exactly to approach it. Since it seems like it would need to run in a loop, I would imagine something would constantly need to be checking if the customer hasn't responded. Any ideas on how I could accomplish this in JSM (Data Center) without using any market place apps?

Accepted answers

Ralf Scheller

Hello, we do something likje this in 2 steps.

Trigger 1: Issue in Status "waiting" and updated <= x days
Action 1: Send email to customer with information about "waiting" + Setting Label "waiting x days"
Trigger 2: Issue in Status "waiting" and updated <= x days + label "waiting x days" is set
Action 2: Transition to resolved + Mail to customer

Dan Breyen

Hi @Brady Buttrey I take advantage of scheduling when Automations can run. My Automation rule for this task rule runs once per day at 9:00AM and checks if it's been untouched for a period of time (I use 14 days) and then acts on it accordingly.

Here's a template I found on Atlassian's site that you should be able to use as a reference.

Auto Close Automation

Hope that helps.

All comments

Ralf Scheller

Hello, we do something likje this in 2 steps.

Trigger 1: Issue in Status "waiting" and updated <= x days
Action 1: Send email to customer with information about "waiting" + Setting Label "waiting x days"
Trigger 2: Issue in Status "waiting" and updated <= x days + label "waiting x days" is set
Action 2: Transition to resolved + Mail to customer

Dan Breyen

Here's a template I found on Atlassian's site that you should be able to use as a reference.

Auto Close Automation

Hope that helps.

Brady Buttrey

Thank you! Does this automation rely on the label being set by another automation to work? Seems like you have something else setting a label to 7dayswaiting when it hits your time constraints.

Also I have attached what I have made based on yours to ensure I'm not missing a step without the conditionals.

abandon automation.png

Ralf Scheller

The first Action - after 7 days is sending the email and setting the label.
the condition "label is not set" is to provide a loop.
in the second run, another 7 days later, the condition is set, that the label is set and this action can be triggered.
Another autoamation deletes the Label, if any update on the issue is made.

Brady Buttrey

Quick question, doesn't this automation have steps that would reset the timer on updated. If you append a label after 7 of days in the IF statement, then it will not hit the else if to transition the issue because it had been updated with the label. You would then have to wait another 7 days, turning your total expiration timer to 14 days. Additionally, if agents are reaching out to users/customers, wouldn't that also reset the updated timer?

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