How to Auto Close particular project Tickets If there is No Activity for more than 5 days

[Sai Bandarupalli]

For All Tickets in ABC Project(Or minimum Service Desk Requests). We would like to Autoclose the ticket if there is no Activity for more than 5 Days. It should close and send a Notification to the Reporter "We are closing this ticket <Ticket link or Details>as there is no Activity since last Five days. If the issue is not resolved or still needs to be addressed, please reopen the ticket"

[Jack Brickey · Accepted solution]

Do you mean to say if the issue is in a "Waiting for customer" for more than 5d? If so this is a common question in the community. You setup an SLA e.g. when the item enters "Waiting for Customer" and when the SLA fires then Automation triggers and closes this issue w/ desired comment.

If by "if there is not Activity..." you mean something else please define this more completely.

[Sai Bandarupalli]

ya exactly if the issue in Wating for customer for more than 5days it should automatically move to close status and after Auto close the notification should be sent the reporter that we are closing the ticket and later if we get any reply from the reporter the ticket should be automatically move to reopen status

[Sai Bandarupalli]

Whwn the ticket is in waiting for customer status and if there is no reponse for 5 days then ticket should close automatically

 please help me out 

[Jack Brickey]

@Sai Bandarupalli , unsure where exactly you need further but assume maybe the automation piece? Here is an example from one of my projects...

[Sai Bandarupalli]

Is that done with  automation plugin

[Sai Bandarupalli]

Please can you give me the detailed information @Jack Brickey 

[Sai Bandarupalli]

@Jack Brickey Exactly i was looking for the same .Please can you give me the detailed information. 

[Jack Brickey]

@Sai Bandarupalli , what I provided are the details. Let me try again:

1. create an SLA called Non-responsive Customer
2. SLA: start when Issue enters Waiting for Customer, Pause none, Stop on comment by customer and/or when transitions to Waiting for Support. NOTE: your exact SLA conditions may vary to match your configuration and workflow
3. Automation: using built in Automation set it up as I have shown above or similar
4. if you want you can allow the customer to reopen by exposing a reopen transition.

lastly, I encourage you to reference Atlassian’s documentation on SLAs an Automation as needed as it is an excellent source of details.

[Sai Bandarupalli]

@Jack Brickey Thank you so much it is working 

but for closed ticket if the customer respond or comment on that ticket it should automatically reopen please help me out 

[Jack Brickey]

You can often find answers by using the search bar at the top of this page. Here is one such article- Reopen-ticket-with-automation-rule

[Sai Bandarupalli]

@Jack Brickey Really Thanks a lot

[Jack Brickey]

glad to help Sai. best of luck getting this working.

[Sai Bandarupalli]

@Jack Brickey Thank you so much

[Dima Astahov]

Wait, this is true only for Service Management projects,

How  I can do this for other Software Projects??? Anybody knows?

[Jack Brickey]

Hi @Dima Astahov , you can check against updated date.

here is an example JQL - 

Resolution is empty and updated <= startOfDay(-5)

what you need to determine is what the exact JQL condition is for your use case. For example is ther a specific status the issue is sitting in for x number of days? If so use that instead of resolution is empty.

[Dima Astahov]

Thanks Jack.

[Mahesh Kallepalli]

@Jack Brickey @Sai Bandarupalli 

I Have tried same automation but it doesn't work need to set any goal time in SLA ?

[Dima Astahov]

and SLA is available only in Service Management Projects, so look like there is no solution

[Jack Brickey]

Hi @Dima Astahov ,

the original post is specific to do Jira service management. if you want to do something similar with JSW or JSM you could use the updated field in a JQL condition. However, it really depends on your exact requirements.