So i found that this question was already answered here. Or at least I think it will meet your needs.
Basically, you need to do the following:
You may wish to create a pre-alert 'curtesy' automation rule to notify via comment that their issue will be closed w/in ?? days unless you hear back. Let me know if, you need detailed help on this. While I think it should be pretty straightforward at this point I'm certainly here to provide clarity.
Ok so on a plane at the moment landing soon which will likely delay the details but will get back to it in a couple hours.
Where are you stuck? Have you been able to create the new SLA?
here is a quick pic of the automation i just did below. note that it us using Time to resoulution SLA here because that is all I have in place. but you "should" be able to create the new one and selcect here. the IF statement is for issue matches status = Waiting for customer, and the THEN is to transition to resolved.
as I mentioned before you have to create the new SLA and new automation. Below is what I defined and if you follow it you should be fine. NOTE: you will want to tweak things a bit for your specific use case, e.g. statuses, timeout duration, etc.
1. Define the new SLA - Project > Project Settings > SLA click on the "Switch SLA" link at top and select New Metric. Here are the details for SLA...
2. Define the new Automation - Project > Project Settings > Automation. Here are the details...
You can create a rule on Automation tab in Administration and click "add rule";
Give rule name;
Cron schedule detail link as below
but your request like below.
0 15 8 15 * ? (8:15 am on the 15th day of every month.)
in JQL , you can add status as "waiting for customer" or whatever you want.(our rule like this : status = resolved AND resolutiondate <= -3d means when status reslved and customer does not change staus as closed in 3 days , automacly chage status as Closed )
Important thing in next step; you have to choose correct close transition name.
Important thing in next step; you have to choose correct "close transition" name. so you can check close transion name in project workflow. Becuse every transition action is displayed in this part.
I hope it will be helpful
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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