we need automation rule to closing the tickets after three contacts with customer/external user-3 comments in a row ,mentioning reporter/external user without customer responses between our response.
please assist us on creating automation rule for this.
If you are using JSM (Jira Service Management), You can create SLAs. Then on the breach of these (depending on how often you want to use a 'strike'), you can then run an automation to do something. For example, here at intelliflo we have a two strike policy. The first after 3 working days, this will just send an additional comment to the user to chase them. After another two days we auto close the ticket.
These are really easy rules to implement as SLA thresholds are a trigger and commenting, transitioning are easy actions.
Hi @Vaishnavi Sharath -- Welcome to the Atlassian Community!
For a threshold counter like this, you may need to implement this yourself using a custom field and an automation rule.
For example, creating a rule triggered on the issue being commented, and...
To get you started on creating your rule, please review this documentation and examples:
Hi Everyone, In this roundup we combine all the jira automation rules to sum up story points across different issue types. We start from the lowest level, summing up story points from sub-tasks t...