If the customer does not move the issue from resolved to done status in 24 hours, close the issue.

[Berat Altunhan]

Hi everyone, 

If the customer does not move the issue from resolved to done status in 24 hours, close the issue. 

For example, the customer opens tickets via service management. And the service desk team solve the problem and then they move the issue In progress to resolved. But our workflow finishes when the customer's moves status resolved to done. Therefore, we want this, if the customer does not move from resolved status to done status within 24 hours, the related issue will be closed automatically.

Can you give example automation or another idea for us ? 

Thanks.

[John Funk · Accepted solution]

Hi Berat,

You can create an automation rule based on a Scheduled trigger. You can run that trigger how often you like - once an hour, 4 times a day, once a day, etc. 

You can use a JQL with the trigger with something like: 

project = ABC AND status = Resolved and status changed to "Resolved" AFTER -24h

Then add a new action for Transition Issue and select the Done status. 

[Berat Altunhan]

Thanks a lot John, 

For clarity, can you send me a screenshot of the automation and JQL if you have it?

[Berat Altunhan]

Actually, I got it. Thanks again !

[John Funk]

You are very welcome. 

[Berat Altunhan]

Hi again @John Funk , 

Your solution has worked so far but now it needs an update.Every day at 08.30 this automation is triggered, but some of our users can update the status to "Resolved" before that time. In this case the automation runs at 08.30 and closes the issue. But we expect this to happen 24 hours later.

For example, the issue is opened at 08.00 and the agent brings it to resolved status at 08.05. The automation runs at 08.30 and closes it automatically without allowing the customer to close this issue, that is, without waiting 24 hours.

At the same time, how can you suggest a solution so that this automation does not work on the weekend. ?

[John Funk]

Oh, sorry about that. Try changing that to BEFORE -24h 

or even -23h

[John Funk]

Be sure to run the query to test it to make sure it does what you want. 

[Berat Altunhan]

Thansk a lot John,

I ran the query and it works well. What kind of query would you suggest for not running on the weekend? I did some research and tried some of them but it was not very successful for me.

[John Funk]

You mean don't run the query on the weekend? What's your CRON look like?

You can get help here: https://crontab.cronhub.io/

Or this one is even better: https://freeformatter.com/cron-expression-generator-quartz.html