Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,364,623
Community Members
 
Community Events
168
Community Groups

Why won't my Automation rule trigger? when the SLA rule is breached?

I want to auto-close tickets that have been in 'resolved' status and place them into closed.

How do i do this?

 

This is what i've done so far

  1. Automation rule that states - WHEN SLA is breached
  2. IF status is = to resolved AND SLA breached
  3. Then transition issue to closed

Also tried one that goes to a SIL script! Little bit more tricky.

___________________________________________________________________________

If anyone can give me some advice, some pointers i'd much appreciate it.

 

1 answer

1 accepted

0 votes
Answer accepted
Rilwan Ahmed Community Leader Aug 09, 2022

Hi @Nathan Turner ,

We have used below automation to move tickets from Resolved to Closed. 
i.e. when a ticket is in Resolved status and no updates for last 5 days, ticket will be moved to Close. 

  1. When == Scheduled
  2. Select required time for rule to run
  3. Select "Run a JQL search and execute actions for each issue in the query."
  4. JQL = "status = Resolved and updated < startOfDay("-5d")" --> Save
  5. New action == Transition Issues
    • Select the "CLOSED" Status

image.png
Rule in the attached screenshot runs daily at 09:00 AM IST

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events