Automation for closure of tickets after a specified number of days

lbhender March 4, 2024

Hello all,

We are looking for an automation to move tickets to the Closed status after a specific number of days. Our tickets are manually moved to Resolved, Done, or Canceled statuses when the technician has completed their work. Right now, we have set up the team leads with rights so that only they can move those tickets to the Closed status. We would like to create an automation to close all tickets after 5 working days. This will allow time for customers to comment if the ticket is not done to their satisfaction but will also not rely on the team leads to remember to close tickets. 

Any suggestions on an automation we can create to do this?

Thank you!

Lisa H

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Dan Breyen
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March 4, 2024

Hi @lbhender I use Automations for this functionality.  There's even some built in that you can easily tweek to handle this for you.   As the administrator, go to your project settings and scroll down to Automation.  From there, you can go to the 'Templates' tab.  You should see 'Resolve issues due to inactivity.'  I'm no Automation expert, but was able to make a few adjustments to that one and it looks for 'Resolved' (or whatever you want) and then closes them after 5 days.

Hope that helps.

lbhender March 4, 2024

Thanks so much for your help @Dan Breyen ! I found that template and am working on adjusting it. Any thoughts on how to set it to close after 5 days but excluding weekends? I'm thinking I would need to use a JQL condition. I've found various posts about this and see that using some type of variation on startofweek() and endofweek() might be used. But so far I can't get my query to validate. Here's the query so far using the template you suggested:

status = "Resolved" and updated < -5 d 

What is needed to exclude weekends?

Dan Breyen
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March 8, 2024

You probably could reference the JQL in this article and tweak it for 5 days. 

I saw several different articles on how to exclude weekend days with a google search.

Hope that helps.

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