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Closed resolved tickets after 3 days based on Calendar

Alvin_junjul

Hi Community,

Can someone help me out with this problem? We need to automatically closed a ticket that is resolved for 3 days based on the calendar, (excluding weekends and holidays)

How can I do that with scriptrunner escalation services ? or can I do that with SLA?

Thank you!

Accepted answers

Tarun Sapra

Hello @Alvin

In the JSD automation rule, as you see here

https://confluence.atlassian.com/servicedeskserver0314/automating-your-service-desk-954240116.html

When SLA time to close resolve issues is breached (after 3 days) then you can add the rule to close the issues.

All comments

Tarun Sapra

Hello @Alvin

In the JSD automation rule, as you see here

https://confluence.atlassian.com/servicedeskserver0314/automating-your-service-desk-954240116.html

When SLA time to close resolve issues is breached (after 3 days) then you can add the rule to close the issues.

Payne

We do so with Escalation Services as follows:

JQL Query: project = SD and status = "Resolved" and ( (updated >= startOfWeek() AND updated <= -48h) OR updated <= -96h)

Interval: 0 0 * ? * MON-FRI

Action: Close

This closes after two days, excluding weekends. I'm not sure how one could account for holidays. But, this will hopefully get you doing down the right track.

Alvin_junjul

Hi @Tarun Sapra, How can I add Calendar that has holidays on it? or is it possible at all?

Alvin_junjul

Hi @Payne,

Is it possible at all to account holidays on this query? Thank you

Tarun Sapra

Hello @Alvin

You can configure Calendar while configuring SLAs

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

Alvin_junjul

Hi @Tarun Sapra,

I will try your suggestion. Thank you !

Dhananjay Kale_0tjup8

This worked for me. Thanks Payne.

felix.weber

not 100% sure at least avoiding the weekends the default SD automation should help as it should be only "business days" - however I am not sure if Saturday will be counted as business days or how it is calculated e.g. if you are working in Israel

https://support.atlassian.com/jira-service-desk-cloud/docs/auto-close-incidents-after-they-are-resolved/

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