Service desk - automation rule

Question

Hi,

I am trying to setup automation for my issuetype = Service Request but it isn't working.

I am trying to move the status of all service request from Resolved to Closed automatically after 5 days.

I edited the default rule of 3 days to 5 days and it's not automatically moving the call to Closed.

What could be missing?

thanks

Gaurang Fichadia · Answer

Automation was for moving the call from Resolved status to Closed status in a weeks time.

Created a custom rule:

When - SLA time remaining: Time to close after resolution is breached

If - Issue matches status = Resolved

Then - Transition issue to close.

Wasn't working cause the SLA wasn't set up.

Fix:

Setup SLA

Start - Resolution : Set

Pause on - nil

Stop - Entered status; Closed

Issuetype in ('Incident','Problem')

Goal - 40h

Calendar - Default

Jack Brickey · Answer

ok. you may want to share what the automation is and how it was fixed then check the solution as answered (by yourself :-)) so that others will benefit later.

Gaurang Fichadia · Answer

Hi Jack,

Thanks for your help. I had made a simple config error. Fixed it and now it's working.

Regards