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Send an email when a customer has not responded in x amount of time

Pétur Björn January 31, 2023


How can I close an issue automatically when a customer has not responded in an x amount of time?

2 answers

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5 votes
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Samuel Gatica _ServiceRocket_
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January 31, 2023

Hi @Pétur Björn 

You could do something like this with Automation for Jira:

  • TRIGGER: Scheduled (Mark box: Run a JQL search and execute actions)
    • status = "Waiting for customer" and updated < -5d
  • ACTION: Transition issue
    • Done status
  • Additionally, you can add a comment to inform the customer


Hope this helps

Best regards


Pétur Björn January 31, 2023

Thank you @Samuel Gatica _ServiceRocket_ 
That did the trick

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1 vote
Tansu Akdeniz
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January 31, 2023

Hi @Pétur Björn 

It is possible to define SLA metric for closure time. Then, in automation, when SLA breached, transition issue to closed.

Alternatively, you can use Scheduled trigger and provide a JQL which finds issues waiting then x amount of time without an update, then again change the status to closed via Automation.

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