nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Auto Close Issue not working with SLA

NicoDeluxe

Hi, i created a SLA and a Automation, that if this SLA is breached, the issue get to be closed. But it wont.

As you can see in the error, the issue status could not be changed. i tried to get it from "Waiting for customer" at first "Waiting for Support" and then to "closed" but it also dont work.

I dont know why the transition could not be cahnged. Any idea?

SLA:

Accepted answers

All comments

Jack Brickey

I'm struggling navigating the German in the images but my first guess would be that the workflow doesn't support the transitions. the log seems to say it is failing to move to "in progress" and also to "Resolve this issue" but succeeds to "Close".

commentary: it is odd that you are closing an issue that is breached. on the surface that seems convenient. :-)

NicoDeluxe

When the SLA is breached, the issue has no new comment from the Customer sind 3 days so we will inform him and close

Jack Brickey

I'm on cloud and have a similar auto-close automation defined and it works great. here it is in case it helps. One possibility is that your automation is being executed by a user that does not have permission to transition this issue to closed. I would definitely check that.

SLA...

NicoDeluxe

The user who close this issue is me. So i can close them manually so it should also work if my username is the working user when automation is working?

NicoDeluxe

Maybe some can help me with this screenshots?

At Screenshot where "Closed" is background with color green (second image), the issue closed correcty, the other one not (first image)

Maybe there is something why it could not be closed? must the issue be procces first and then closed or something like this?

dont work.JPG

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