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Waiting on response Jira Tickets

Hi 

Is there a way we can send out a automatic reminder to people if they dont respond to us after 7 days and automatically close the ticket after ten days?

2 answers

1 accepted

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Answer accepted
Dirk Ronsmans Community Leader Apr 27, 2021

Hey @Joslyn Bryan  and welcome the communty!

If you like a bit more flexibility i'd suggest working with SLA's for that. Normally when you request feedback from a customer you'd put the ticket in a "Waiting for Customer" status.

Using that you can create 2 SLA's that start counting when it enters that status.

Then you can use an automation to send an email when that SLA is breached. (and breaching would be your 7 days or 10 day goal)

I suggest using an SLA for this cause that then means you can als use a calendar linked to it and you can actually see a countdown too.

Ok thank you do you know where I can go to learn how to create SLA's and an automated email? Please 

Daniel Ebers Community Leader May 03, 2021

There is a free Skillbuilder course "SLAs in Jira Service Management" through official Atlassian University program - highly recommended:
https://training.atlassian.com/slas-in-jira-service-management

Like Dirk Ronsmans likes this
Dirk Ronsmans Community Leader May 03, 2021

for the mail automation you can take a look at this: 

https://support.atlassian.com/jira-software-cloud/docs/automation-actions/#Automationactions-Sendemail

You could use the condition "sla breached" and then the action "send email"

0 votes
Benjamin Community Leader Apr 26, 2021

Hi @Joslyn Bryan ,

 

You can set this up in under project automation settings by running a schedule daily to check for tickets that has no update to either comment or close. There is a rule in the library which you can use to modify to get the exact days and actions you need.

 

-Ben

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