Hi there, I had thought this was something pretty simple of out the box in Service Desk. Basically what we are trying to do is that if an issue is on the 'Resolved' status for 72h, it transitions to 'Closed' where it cannot be commented on and re-opened by a customer.
I swear I read how to do this and it was a simple automation step or part of the workflow. I guess I was wrong.
Is this possible without the need for the Automation for JIRA plugin?
I have implemented a similar scenario recently.
We have an SLA defined "Time to reopen" (We call it Time to answer) which breaches in 72 hours
This SLA starts when the issue reaches Resolved Status and ends when it is closed.
We configured a service desk Automation .
When Time to reopen breaches , Transition issue to Closed.
However, user can still comment.
So you do not need Automation add-on , There is automation feature which comes with JSD
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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