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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

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

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