It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Auto Close Service Desk Tickets With No Response

Atlassian currently auto-closes tickets after 10 days, is there a way we can do that on our service desk?

6 answers

Hello all,

I have struggled without succes to activate auto close feature so....Someone please tell me the JQL expression for:

IF ticket Resolved AND not commented for 72h THEN Close ticket

A VERY BIG Thank's :smile:

Service Desk has JIRA project assigned to it. You can use JIRA Automation plugin to configure periodic task which accepts JQL as a filter. You can write your JQL to search for issues in Service Desk project which were resolved 10 days ago (or whatever rule you want) and then as an action in the Automation task you created you can close these tickets.

I was able to create an Auto-Close with the Automation plug-in.  We chose to create a new status of Pending Closure.  We have one rule that finds Issues that haven't been updated in 3 days:

project = " Support" AND status = "Waiting for customer" and updatedDate < "-3d"

And adds a comment to the effect of "we're going to close this issue in 48 hours if we don't hear from you" and it changes the Status to Pending Closure.

Then we have a second Automation Rule that looks for Issues in the pending Status and closes them:

project = " Support" AND status = "Pending Closure" and updated < "-2d"

We've just started using it, but so far (and in our tests) it's worked fine.

@Richard_Saffell  Could you please explain me how to write this script in automation. I need to create same thing. 

I'm sorry, but I don't have any additional information than what I posted back in 2015.  We discontinued use of the Service Desk shortly after and went with another solution due to all of the problems we were facing.

Like Dhavval_Aarya likes this

Hi Richard,


Can you share the configuration that you have done to close the issue ?

Hi Richard,

What Actions have you selected to Close the issue ? So far its not working for me.


I would like to know that to please. Im able to close it, but not able to set resolution.

Like Mehmet AYDIN likes this

I see the following fields in our JIRA 6.4 automation screen. In Automation 'Add Actions' step Choose Action : Transition Issue Action Workflow Transition : Close Issue (or whatever transition leads to close state in your workflow) Transition Fields : Resolution=... (provided you have screen tied to your closing transition with Resolution on it)

Like Mehmet AYDIN likes this

It is Possible , Jira service desc Automation, see the screenshot


Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...

596 views 7 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you