Change ticket closing time

[Jens Prokoph]

Hello, In our system it is set up as follows: when a ticket is solved it gets the status ‘Successfully solved’ and Jira sets the ticket to the final status ‘Closed’ after 10 days Is there a way to set this up and set it for workflows in the project?

[Walter Buggenhout · Accepted solution]

Hi @Jens Prokoph,

I don't think I fully understand what you are asking for. From what you describe, it looks as if you have an automation rule working on your JSM project that uses a scheduled trigger (e.g. it runs every day at a specific time), looks up the issues that have been in status "Successfully Solved" for at least 10 days and then performs an action to transition those issues to status closed.

The search I refer to will probably look somewhat like this:

Project = <Your JSM Project> AND status = "Successfully Solved" AND
status changed to "Successfully Solved" before -10d

You can set up a similar automation rule to do similar things in other projects / for other workflows, as long as you modify the query to find the issues and the status you want to transition them into to your other project or workflow. 

Hope this helps!

[Jens Prokoph]

Yes exactly, we have a global rule in the automation that sets the tickets to a status after 10 days from which they can no longer be changed/reopened. But now we have a project where the time is to be set to 21 days. I can also set this via my own automation, but the global automation always beats the project's own automation. So I have the problem that I always have to adjust the global automation and set the filters so that this new project is not included.

[Jovin]

Hey @Jens Prokoph 

Sounds like you need to modify the existing automation to look only at a specific project so it stops looking at the new project.

You'll find this setting in the "Rule Details" section of the rule, but you'll need to be in Global Administration for this to work (there is a link on the Rule Details tab that'll take you there).

[Walter Buggenhout]

Well, indeed. That is a consequence of applying different (business) rules in different places. 

Depending on how many projects you may have in place, you might consider setting up similar automation rules in each project. Or you might add a condition to the global automation rule (Field Value > Project is not one of > list the projects that do not match the 10d rule) so the status change is skipped for the exception projects.

I would rather recommend though (from a business and manageability perspective) to avoid these different approaches. Why would one customer need 21 days before you automatically closing their issues while 10 days seems to be enough for everyone else?

[Jens Prokoph]

Unfortunately, this is a customer matter from our partner with whom we work via a Jira to Jira interface and otherwise there would be major problems with the status value exchange