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Reopen issue if due date is overwritten

Janek Häßler

Hi community,

i'm new in this automation process and found no template and the automation could help me.

I would like to postpone an issue.

IF there is a "due date" AND the "due date" is exceeded

THEN reopen the issue

This would be essential to my service desk project

Accepted answers

David Friedrich

Hi @Janek Häßler ,

welcome to the community!

I would set up an automation scoped to your service project or projects with a scheduled trigger that runs once a day with the following JQL:

duedate <= now() AND statusCategory = Done

This should identify all issues currently resolved or done with an expired due date. With a edit issue action you can now transition these into your desired status.

Instead of closing and reopening you could use a status like "pending" . In your SLA configuration you can pause SLA while in pending.

Hope that helps!

All comments

David Friedrich

Hi @Janek Häßler ,

welcome to the community!

I would set up an automation scoped to your service project or projects with a scheduled trigger that runs once a day with the following JQL:

duedate <= now() AND statusCategory = Done

This should identify all issues currently resolved or done with an expired due date. With a edit issue action you can now transition these into your desired status.

Instead of closing and reopening you could use a status like "pending" . In your SLA configuration you can pause SLA while in pending.

Hope that helps!

Janek Häßler

It helped a lot and I also learned a lot here.

It now works (and I'm fixed to do even more).

Thanks David !

Trudy P Claspill

If you want to check if the duedate has been exceeded, wouldn't you want to select issues where the duedate is before "now"?

duedate <= now()

Also, you would use the Transition Issue action, not the Edit Issue action to change the issue status.

Janek Häßler

Hey Trudy, yes - I already checked it, also that I cannot {{null}} the due date during the transition to change the status. It has to be a second step.

And my trigger filter is:

duedate <= now() AND project = "<name of project>" AND NOT status IN (Resolved, Closed)