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Service desk - automation rule


I am trying to setup automation for my issuetype = Service Request but it isn't working.

I am trying to move the status of all service request from Resolved to Closed automatically after 5 days.

I edited the default rule of 3 days to 5 days and it's not automatically moving the call to Closed. 

What could be missing?


3 answers

0 votes
Jack Community Leader Jul 26, 2017

@Gaurang Fichadia, it sounds like you have a rule started. Could you add it here so that we can review and provide possible changes?

Hi Jack,

Thanks for your help. I had made a simple config error. Fixed it and now it's working.


Jack Community Leader Jul 26, 2017

ok. you may want to share what the automation is and how it was fixed then check the solution as answered (by yourself :-)) so that others will benefit later.

Automation was for moving the call from Resolved status to Closed status in a weeks time.

Created a custom rule:

When - SLA time remaining: Time to close after resolution is breached

If - Issue matches status = Resolved

Then - Transition issue to close.

Wasn't working cause the SLA wasn't set up.


Setup SLA

Start - Resolution : Set

Pause on - nil

Stop - Entered status; Closed

Issuetype in ('Incident','Problem')

Goal - 40h

Calendar - Default


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