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Automation to transfer from Pending to Waiting for Support based on Due Date

Jesse Slocum February 15, 2019

We get requests for weeks out sometimes, I am looking for an Automation Rule that will take it from a Pending Status to a Waiting for Support Status based on the Due Date set in the ticket.

Any help would be greatly appreciated.

Thanks in advance :)

1 answer

1 vote
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 15, 2019

Hi Jesse,

If you can setup a custom SLA for when you would like to move the Request to 'Waiting for Support', then you could setup an automation rule when the SLA is breached.

I created a new SLA 'Custom SLA for due date' under Settings -> SLA, then setup this custom automation rule via Settings -> Automation.

Screen Shot 2019-02-16 at 5.47.54 pm.png

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