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Auto close ticket if no response in 7 days and reopen if replied close ticket within 7 days

Mahesh Yadav_qigiql

Hi Team,

Auto close ticket if no response in 7 days and reopen if replied to close ticket within 7 days

Please help anyone or share JQL script where i can directly put to execute it.

Regards

Mahesh Yadav

Accepted answers

All comments

Tomislav Tobijas

Hi @Mahesh Yadav ,

You can achieve this behavior by using JSM automation rules. These are also part of system templates - navigate to Project settings > Automation > Templates and search for the following two:

Resolve issues due to inactivity
When a customer comments on a closed requests -> then reopen the request

These might need some tweaking (changing a number of inactive days and so on) but would be a good starting point.

Cheers,
Tom

Mahesh Yadav_qigiql

Dear @Tomislav Tobijas ,

Thanks for your quick response.

you mean by using above to JSM i can achieve below task, is it?

Automatically close the ticket when its status is set to “Resolved.”
When a ticket is in “Closed” status for 7 days, it cannot be reopened. If a reply is received within 7 days, the ticket should automatically reopen and change to “Waiting for Support” status.Can we connect if you are free as i tried but bit confuse in number of days, i'm available anytime email - mahesh.yadav@tecpact.com

RegardsMahesh Yadav

Tomislav Tobijas

That's right. Although the workflow is usually a bit different when it comes to reopening tickets on comments.

For example, it usually goes as follows:

If the ticket has been inactive for (let's say) 7 days, move it to the status "Resolved"
In case someone comments on a ticket while it's in status "Resolved" it would be automatically reopened and set to different status
In case there's no activity within (for example) 5 days while it's in status "Resolved", automatically move the ticket to status "Closed"

"Closed" status usually means the ticket cannot be reopened, and in some cases, you can also set it so that end users/customers cannot comment on those tickets as well.

Mahesh Yadav_qigiql

Dear @Tomislav Tobijas ,

First of all, thank you so much for your quick response and support.

For testing purpose, I have set 10 minutes on resolved status to Close
> 10Minutes is it correct? or need to change 10M pls clear on this point

Then reopen the request

1- Based on this template, the ticket will reopen in 7 days if a reply is received. If no reply is received, it will not reopen right? pls explain in i'm wrong.

Regards

Mahesh Yadav

Tomislav Tobijas

Regarding the first rule, the JQL would probably look like this:

status = "Resolved" AND updated < "-10m"

For more info on working with JQL operators see https://support.atlassian.com/jira-software-cloud/docs/jql-operators/

Regarding (re)opening request on comment, you would need to construct something like this:

As mentioned trigger for comments would trigger on any issue, you would need to specify from which status you're transitioning the ticket. Therefore, you can add a condition like "Status equals Resolved" in order to proceed with the action/reopening transition.

I've added everything under one IF/ELSE block as it's a cleaner configuration.

Note that it is based on the following workflow:

So, in the example above, only when the ticket is in the status "Resolved" and the customer leaves a comment, the ticket would be transitioned to the status "Created". You can, of course, modify the workflow and automation to transition to a different status if necessary (e.g. to "Waiting for support"). Note that you must have an existing transition on the workflow in order for automation to be able to transition the issue as defined within the rule action.

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