Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Auto Close not working

sandeep kute September 1, 2017

We have facing issue with Autoclose automation that we set for ticket. Once ticket moves to resolved , we have stopped the clock & ticket should be closed within 3 days. But it seems to be not working. Attched is the automation & SLA set for Ticket closure.

 

Can someone help & point of issue. This was working earler but suddenly it stopped.Close SLA.pngAutomation.png

3 comments

Gaston Valente
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
September 4, 2017

sandeep,

Did you validate the resolution field to be set in the transition that marks the ticket as resolved?

If the field remains empty this can be the cause

sandeep kute September 5, 2017

Resolution has been set to Done in all cases.Please chck first screenshot

Gaston Valente
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
September 9, 2017

Can you post the log history of the automation rule? you can access it from the list of automations

sandeep kute December 5, 2017

Nothing shows executed under the Log History.

Mizan
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
October 2, 2017

I face the same issue on server instance. We automatically close the ticket based on some rule and it is not working now. Unfortunately on the server version we do not have the option to check the log related to the specific automation rule :( 

Dan Schreiber
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
October 5, 2017

I'm having the same issue in Jira Cloud. Per Jira Support, there's currently a major, high-priority bug in Jira Cloud with SLA automation rules not triggering: https://jira.atlassian.com/browse/JSDCLOUD-5564

Comment

Log in or Sign up to comment
TAGS
AUG Leaders

Atlassian Community Events