I am using automation rule to follow up with end users when their tickets sit for 3, 7 and 10 days then closing the ticket.
I have it working somewhat now with three automation rules with jql checking updated < -3d / -7d / -10d
My issue now is that this automation is only counting days and this includes weekends and our customers wont be replying on weekends typically so I don't want to consider weekends.
When I contact Atlassian support their follow up rules seem to account for business days...
Any suggestions on how I can accomplish follow ups after 3,7,10 business days??
Hi @Jay Smith,
There is no option to trigger this through JQL. You could set up an SLA for this, as it takes your support calendar into account.
Automation then offers you the SLA Threshold Breached trigger to e.g. send an email after 3 and 7 days and close the issue after 10 days.
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