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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Hi there, 

I have set up an automation in a way that when I reply to a ticket, and I do not get a response within 24 hour period, it will mark the ticket automatically as done. 

This works, however, what I really wanted is for it to also be moved to 'Resolved' menu section. I have also set up a setting that when ticket is resolved the ticket, it will send a satisfaction survey from JIRA. However, when ticket is mark as done - as set up on my automation, it is NOT moved to resolved and stays in 'Waiting for customer' and it does not send a satisfaction survey either. This does not make sense, could you advise what have I done wrong? 

After ticket does not reply within 24 hours, I want ticket to be auto resolved, send a message that I have designed along with the satisfaction survey. 

CaptureScreenshot.JPG

1 answer

0 votes
Liam Green Community Leader Oct 12, 2020

Hi

It looks as though you're possibly using the wrong transition - check your workflow to see if that is the one you need.

You could also use the alternative Automation tools, click 'Project settings' then scroll to the bottom and click 'Project automation', these are must customisable and powerful.

If you need any help with the Project automation then the following link has lots of useful things:

https://community.atlassian.com/t5/Automation-articles/Welcome-to-the-Jira-automation-community/ba-p/1388465

Regards, Liam

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

209 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you