Freeze issues

Alex Gay

When you have an open issue at Atlassian Support, but you need time to investigate something or you will not be able to answer due to holidays, you can ask the operator to freeze your ticket.

 

They change your request to the status 'Frozen' until a defined date.

I like this way of working and would like to implement something similar especially for during the holidays.

Is this process described somewhere?

Valerie Knapp_gp7rpj

Hi @Alex Gay , thanks for your post.

You could replicate this relatively simply by creating a custom date field, 'Frozen until' and adding, if you don't have it already, the workflow status of 'Frozen' to your workflow.

Then, when you agree to freeze a ticket, you just move the ticket to the workflow status and add the 'Frozen until' date, you would just need to set up a scheduled automation to run as often as you want to check this, so once a day during the work week. You can automate, for the tickets that meet the query, the different actions you want to happen, so moving the tickets to another workflow status, commenting, etc. 

I have created an example rule below:

I hope this helps you. Let me have your feedback about what you think.

Cheers