Auto Close Tickets with no response after x days

[Justin Thiel]

Hi,

   I'm in charge of helping modernize and update the help desk for a software company.  My background comes from using ConnectWise products. 

One feature we used was if a ticket was in status X for more than X days email client and do some other house keeping like place in a new status that will alert the help desk to call client.  I found a way to do that kinda using SLA's but I'm riunning into a issue

If we place it in waiting on client and the SLA enables on that status with a 72 hour count down.  Now the client responds the next day, the SLA doesn't reset and I can't find a way to make it.  Is there a way to make the SLA counter restart when a client replies or its back in that status?

[Mikael Sandberg · Accepted solution]

Hi @Justin Thiel,

Welcome to Atlassian Community!

You can do this with automations, if you go to Project settings > Automations and look under the Library tab you will see an automation for that called "Resolve issues due to inactivity" that you can use.

[Justin Thiel]

Hi,
   Thats perfect, but I'd like to know 1 more thing.  Can I use variables to pull the client name and assignee name out of the ticket and insert into the public message section?  

[Mikael Sandberg]

@Justin Thiel Yes, just use smart values to do it, the assignee would be {{issue.assignee.displayName}} and the customer would be the reporter.

[Justin Thiel]

Ok last issue I hope.
The what I'm trying to do is if a ticket has no reponse for X days it closes.  If a client responds I want to restart the timer at X days again, not x - whatever time has elapsed already while waiting for a client.  

For example lets say I want to close after 3 days
Ticket is placed in queue by user in status waiting for support.
I contact client and get no response send a follow up email asking questions, I place the ticket in waiting for customer, that starts the timer.

Client responds 48 hours later with the info I need.  Ticket is back in waiting on support, timer is stopped.  But lets say I call the user miss them again, I put the ticket back to waiting on user but the timer is now at only at 24 hours left. 

Can I reset the timer to 3 days or is there another way to accomplish this flow?

[Paul Krueger]

You could have a rule that is triggered on a schedule (say, daily) with a JQL filter like this:

status = "Waiting For Customer" and updated < -3d

You could auto-close those. 

[Justin Thiel]

I'm new to this, can you recommend some good documentation on setting it up or working with JQL? TYIA

[Dee Minty]

@Paul Krueger May I know what if we would like to exclude the weekend? Thank you.

[Paul Krueger]

https://community.atlassian.com/t5/Jira-Core-Server-questions/Exclude-weekends-in-JQL-Query/qaq-p/1030290

[Viktor Moshkovoy]

Mikael Sandberg Tx for all info, it's Apr 2024, and there is no Library tab in Automation, did it go away ?

[Mikael Sandberg]

@Viktor Moshkovoy,

No, but the tab was renamed to Templates:

 

[Viktor Moshkovoy]

Thanks Mikael, see Templates, but alas  without  <Resolve issues due to inactivity>. 

I'm looking to set it up for  NON  Service management project where SLA is not available

[Mikael Sandberg]

It looks like they might have removed that one, I just checked my sandbox and couldn't find it. But I still have it in production and this is what it looks like:

[Viktor Moshkovoy]

Thanks Mikael for help, will try to revive it

[Paul Krueger]

It sounds like you're close. You need to use automation to move the issue out of "Waiting on Client" and back to "In Progress" (or whatever you're using) AND make sure your SLA is set to stop counting when it moves to "In Progress."