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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. 


1 answer

0 votes
Liam Green Community Leader Oct 12, 2020


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:

Regards, Liam

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