Exclude weekends from Automation Rule logic

[Nibal Alrabadi]

Hello. So we have a rule in which tickets get auto-resolved if the customer did not reply to our question within 48 hours of asking.

The logic is as such:

- Customer raises a ticket

- Support Agents need more information so they reply to the customer, and change the status of the ticket to "Waiting for Customer"

- If the customer does not reply within 2 working days of changing the status to "Waiting for Customer" the ticket gets automatically resolved.

Wo the rule JQL was set to:
                   status = "Waiting for customer" AND updatedDate <= -48h

Cron expression was:

                    0 0 9-17 ? * MON,TUE,WED,THU,FRI *

Status Equal: Waiting for Customer

Then: Transition issue: "Resolved"

the problem is that this rule does not exclude weekends even with the above defined cron expression. We come on Monday morning to find out that tickets that had status changed on Friday morning already closed.

Knowing that our working hours are 09:00 - 17:00 Monday to Friday is there anything we can do to avoid getting the tickets resolved over the weekend?

For example tickets that we change their status to "Waiting for Customer" on Friday at 16:00 should remain at the same status until Tuesday 16:00 before it gets automatically resolved (2 full calendar working days)

Appreciate your help

[Hans Polder]

Hi @Nibal Alrabadi ,

Welcome to the community!

You could check out this thread for some inspiration: https://community.atlassian.com/t5/Jira-questions/Using-business-days-instead-of-calendar-days-in-JQL-query-for/qaq-p/2479986

If you want more customization on more variable business days, you could also consider adding an SLA to your project that you can configure as you please (when it comes to business hours), and then use JQL functions for SLA like breached() to identify tickets that are breaching said 'SLA'.

If you need more help, please paste screenshots of your full automation rule, including all configuration of the individual steps, to help us help you better :)