Hi,
I have over 1200 tickets in my main project that are status "Awaiting Resolved Approval" going back about 18-months. My Reporters are really bad at returning and closing off their requests....
Because "Awaiting Resolved Approval" is categorised as "In Progress" this is messing with my Status Category reports as it appears I have loads of unfinished work.
I'd like to automate it so that any ticket that is "Awaiting Resolved Approval" for more than say, 60-days is automatically transitioned to Resolved. I'd also pop them a comment to let them know.
I've found a rule in Automation Library (Resolve issues due to inactivity) that promises to work. I've changed the JQL to be "status = "Awaiting Resolved Approval" and updated < -505d" [the 505 days is my time frame to just pick off the oldest while testing]
However, I can't seem to succeed. It keeps throwing the "Some Errors" with the detail
Hi @Andy Greenwood ,
Can you show us workflow conditions and validators on your "Client Approved" transition? Maybe you have some requirements that your rule/actor does not meet.
Futhermore please verify if your rule actor has neccessary permission to make such transition (min. browse project, transition issue, maybe resolve issue permission). You can verify current rule actor in Rule details, and check permission in permission scheme associated with that project.
Best regards,
Piotr
Please also verify if you are using untranslated status names. Maybe on your workflow you are not using Resolved status (maybe its just translated to Resolved due to your selected prefered language). I believe you can find untranslated status name used in this workflow by clicking View workflow inside issue.
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Hi Piotr, thank you for your advice. Priceless.
As soon as I get a moment, I'll start investigating and see where it takes me. I hadn't thought of untranslated names.
ANDY
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First don't run this every 5m as that is an unnecessary performance hit on your system. Rather run this daily. Second you are going to want a condition that checks the time it has been in the one status and when it meets the criteria then execute your action to resolve it.
trigger - scheduled daily
condition - JQL - Status = "Awaiting Resolved Approval" and status changed TO "Awaiting Resolved Approval" before startOfDay(-60)
action - comment on issue
action - transition issue
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Hi @Jack Brickey ,
Please correct me if I'm wrong but I believe that your condition can include more issues that is needed.
For example if 70 days ago issue will transition to Awaiting Resolved Approval and than 65 days ago the Client will make "Client Declined" transition. Then after 60 days (5 days ago) the issue will be solved once more by transition Submit to Client sign-off. I believe that your JQL will include also such issues even if it is in fact only 5 days in "Awaiting Resolved Approval" status.
Maybe combining your JQL with Andy's would be better suited?:
status = "Awaiting Resolved Approval" AND status CHANGED TO "Awaiting Resolved Approval" BEFORE startOfDay(-60d) AND updated < startOfDay(-60d)
Please let me know what you think.
Best regards,
Piotr
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Hi Jack, thanks for your advice. When I get a get a moment I'll start investigating again and try your suggestions.
I actually think that my key issue is that it is not transitioning to Resolved so I need to solve that first. But refining the JQL is definitely a great idea as I think my current one is a bit clunky.
Cheers,
ANDY
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If it isn't transitioning then it is likely in your workflow. Possible things to check:
I do see your transition is "client approved" so wonder if indeed there is some approval set up. If so consider a separate transition specifically for bypassing the approval.
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