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Time to close after resolution auto closed

Aykan Inal January 16, 2023

hi 

i want the request that is in the completed or solved state to automatically switch to the closed state after 24h

 

how to ? 

timeclose.png

1 answer

0 votes
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 16, 2023

Hi @Aykan Inal 

If you're looking for an automatic transition, you'd be better to use Automation - SLAs will not do this for you.

You can create Project-level Automation Rules as a Project Admin:

  • Go to your Project Settings
  • On the left-hand menu, select Automation
  • Create a new rule using the appropriate button

---

For your scenario, the rule might look like this:

  • Trigger: Scheduled
    • Run Rule Every = 1 Days (or 1 Hours)
    • Run a JQL Search... = CHECKED/TRUE
    • JQL = resolution is not EMPTY and resolved <= -1d
  • Action: Transition Issue
    • Destination Status = Closed

---

A few notes on this rule...

  • The JQL locates all Issues which have been resolved for 24 hours or more. If you want over 24 hours, use "<" instead of <="
  • You can modify the JQL as required (for example, if this is only for certain resolutions, not all of them)
  • Using the Scheduled Trigger, the rule will look for every Issue which matches the JQL and action all of them, not just one

---

Let us know if this works for you!

Ste

Aykan Inal January 16, 2023

@Stephen Wright _Elabor8_ 
can't I do this from the SLAs menu

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 16, 2023

Hi @Aykan Inal 

Not if you want the Issue to automatically close.

SLAs measure if an action took place and show it as breached if not. For example, an SLA might be "time to first response" - ensuring an Agent responds to a customer within a set timeframe. But it does not perform any automated actions.

If you use an SLA for this you could measure that an Agent changes the Status to Closed within a given timeframe, but it would not transition itself there without manual intervention, or the Automation Rule to auto-transition it.

Ste

Aykan Inal January 16, 2023

@Stephen Wright _Elabor8_ 
pllease share  screenshort example rule

 

or scan you explain step by step

first step :  new triger    issue creted?    after ?

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 16, 2023

Hi @Aykan Inal 

I provided an example with details in my original response above.

Ste

Aykan Inal January 17, 2023

sorry @Stephen Wright _Elabor8_ 

i could not understandbu.png

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 17, 2023

Hi @Aykan Inal 

I've listed which Trigger and Action to use above.

So you've selected the Trigger for Issue Assigned - you need to choose the Scheduled Trigger instead.

Ste

Aykan Inal January 17, 2023

hi @Stephen Wright _Elabor8_ 

Completed and resolved  status auto change  close   

is it true ?

 

BUBU.png

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 17, 2023

Hi @Aykan Inal 

This looks like the rule I suggested above - great work!

Have you tested it in your instance, to ensure it works as expected?

Ste

Aykan Inal January 17, 2023

yes, I tested it, thank you very much.

However, in the past, tickets that had been solved or completed would automatically close after a while without the rule :(

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 18, 2023

Hi @Aykan Inal 

Possibly the rule explained in this help page?

If yes, it still used Automation, just the Legacy version of it. The version recommended above is the newer, more future-proofed version of Automation :)

Ste

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