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 vote
Jack Brickey Community Champion 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 Brickey Community Champion 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


Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,149 views 2 14
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you