Automation: Auto changed to Resolved Status after pending 24h

Question

Hi Everyone,

Please help to check this automation rule (attached image)

I want to build the automation rule that the ticket status will auto change to Resolved after 24h Pending. If the status is changed to other status (Reopened, Escalated), and then change to Pending again, the system will recount 24h since the new Pending status set.

Best Regards,

Marc -Devoteam- · Answer

Hi @Anna Nguyen

Is the automation rule working that sets the field Pending since to {{now}}?

So if you transition the issue to status pending is there a value in the field Pending Since?

Smart value, that should work is: {{now.diff(issue.Pending Since).hours.abs}} or {{now.diff(issue.customfield_xxxxx).hours.abs}}

Anna Nguyen_zzbu72 · Answer

Hi @Marc -Devoteam-

Yes, the issue is the automation rule is not working

I created a custom field "Pending Since" to record the time when the status Pending is set, and it will update with the smart value {{now}}

The audit log showed as attached image "No actions performed"

Best

Marc -Devoteam- · Answer

Hi @Anna Nguyen

What is the issue with the rule, is it not working?

The JQL in the schedule and the condition are duplicate, so the condition can be removed.

How is the value "Pending Since" set?

Please provide more details, like;

1. images showing the details of any relevant actions/conditions/branches.

2. images showing the Audit Log details for the rule execution.

3. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.