Transition issue if it's on the same status for certain period of time Edited

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?

 

1 answer

0 vote
Mizan Community Champion Oct 16, 2017

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

Mizan Community Champion Oct 16, 2017

For disabling the comment , you can add workflow property on the Closed step of the workflow

https://confluence.atlassian.com/adminjiraserver071/workflow-properties-802592825.html

Thanks Mizan!

I do have one question though - if the user re-opens the ticket, does the SLA timer restart? I would think that each time the ticket enters the Resolved status, the user should have 72 hours again.

Jack Brickey Community Champion Oct 16, 2017

yes. once it reaches the Resolved state again it will. simple test to prove it out.

Also - how did you set up the workflow property? Would it be jira.permission.add.comment=jira,administrators ?

Mizan Community Champion Oct 16, 2017

I have not used the workflow properties . For us, it does not matter if the user comments. :D

Try jira.permission.comment=denied

no one should be able to comment now

Sorry Mizan, I misread your comments :)

I tried adding the property jira.permission.comment=denied, but it made the entire issue unviewable. Is there a way to just restrict comments to certain groups?

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...

1,236 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