Is it possible to schedule a ticket to reopen at a specific date/hour?

Marthine

Hi Guys, 

 

At the moment we are in the transition of going from one ticket system to Jira. And as a service desk we are creating a lot of accounts. 

To create the accounts for all the software we use we say, if there is a new colleague, 5 days before start we will begin to create those accounts, but sometimes HR persons are sending in the tickets way earlier, so we would really want to reschedule or close the ticket and let it automatically reopen later on.. is this possible? or does anyone already use a solution for this? 

 

Thanks! 

Igor Sereda [ALM Works]

Hi Marthine,

This is definitely possible with a little configuration and extras. My initial thoughts are these:

1. Create a Date-type custom field to store this later date when a ticket should be reopened. (Or you can use "Due Date" for that purpose, although it normally means something else.)

2. Create a new status, "Postponed" or "Snoozed". I think you can also reuse "Closed", but it would add more clarity if those statuses were different.

3. Adjust your workflow to include the new status. Add a transition from "Open" to "Postponed", call it "Postpone". Associate a new screen with this transition and add the "Later Date" custom field created at step (1) to this screen. So anyone pressing Postpone will be asked for a date to postpone until. Also, add transition back from Postponed to Open ("Reopen") in case someone wants to reopen a ticket earlier than the postponed date. Add a post-function to clear the "Later Date" field on reopen.

4. Finally, there's a need for some automation. Basically, once a day you need to find all issues that are in "Postponed" status and which have "Later Date" that is today or in the past, and automatically transition them to Open status. There are a number of way to do that. Probably the simplest way is to use Automation or Script Runner apps, but those cost some extra.

Alternatively, if you have developers to do it, you can have a simple script that is run daily on some machine, which would use Jira's REST API to retrieve the result of a JQL like 

status = "Postponed" AND "Later Date" < -0d

and then iterate over the tickets and execute a Reopen transition.

Hope this helps!

Igor