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Auto-close ticket due to inactivity

Hi,

I want to set up a rule using Automation that closes an Issue due to Inactivity from reporter, and status is in Waiting for customer.

I have set up an SLA for this so it will send a reminder after 5 days, and then if the customer still hasn't replyed, we till close the ticket due to inactivity after 7 days.

Skärmavbild 2022-05-16 kl. 15.04.51.pngThe problem i'm facing is that on our Resolution screen we have a custom field, that I can't set using the Choose fields to set option, so the rule fails.

 

Skärmavbild 2022-05-16 kl. 15.07.54.png

The custom field that I want to set is called Component categorization, so for that it seems like I have to use the advanced section, which I assume is the JSON field at the bottom of the screen, but that's to advanced for me, and I cant seem to make it work. 

Skärmavbild 2022-05-16 kl. 15.11.34.png

I'm thinking it might be better to set all the fields using the JSON field so they will be set in the right order. Any suggestions how I should set this up to make it work the way I want?

2 answers

1 vote

 

Hi, @Mattias Haukebö 

 

If you want to auto-close tickets due to inactivity, I can recommend you to try the SLA Time and Report for Jira add-on where you can set the SLA time limit. If time runs out, the task will be closed. 

You can see on the screen below how it looks like:

 comment.jpg

Hope it helps. 

 

By the way, this add-on is created by my SaaSJet team, so if you have any questions, I’m ready to help you.

Hi @Mattias Haukebö ,

In answer to your question regarding the "advanced" part. I think the value should be changed with the following code in the "advanced" part.

 

{ 

"fields": {

"Component categorization" : { "value": "Jira - Arendehantering", "child": { "value" : "Auto-close after No Reply"} }

}

}

 
Regards, Marco

Great! I'll give it a go and see if it works.

Like # people like this

Ok,

So i'm getting some errors in the audit log as you can see below. 

Skärmavbild 2022-05-17 kl. 11.33.09.png

I guess the message is referring to these values?

{"self":"https://kicks.atlassian.net/rest/api/3/customFieldOption/10023","value":"Low","id":"10023"}]},"customfield_10112":{"required":false,"schema":{"type":"option-with-child","custom":"com.atlassian.jira.plugin.system.customfieldtypes:cascadingselect","customId":10112},"name":"Component categorization","key":"customfield_10112","operations":

 

{"self":"https://kicks.atlassian.net/rest/api/3/customFieldOption/10353","value":"Jira - Ärendehantering","id":"10353","children":

 

{"self":"https://kicks.atlassian.net/rest/api/3/customFieldOption/11441","value":"Auto-close efter No reply","id":"11441"}]},

How do I apply these to the code snippet?

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