Hello, I've run into a very predictable issue where most of our techs are neglecting/forgetting about tickets that get placed in an "on hold" status. To counter this I'd like to do 2 things. First, I'm changing our SLA policy so the resolution SLA no longer pauses when a ticket is place on hold. Second, I'd like to build in some automation that changes a ticket status from on hold to waiting for support after a period of time in order to keep the ticket within the assigned technicians view.
The first item has been completed but I'm needing a little assistance on the second. Can anyone point me in the right direction?
You can create a automation rule something like this
Create a JQL query like this for trigger updated<="-5d" AND status="on hold" (here i have taken as 5 days, you can change as per your use case), then as an action you can change the status to waiting for support.
Please find bellow screenshot for your reference.
Kindly accept the answer if it resolves your issue.
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