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Jira Service Management queues can become full of issues waiting on the customer to respond. These issues can make it difficult to see what issues need to be addressed, even worse they take up agent’s valuable time following up on these issues. You can use a simple SLA and automation to prompt responses and close issues automatically. Simply create an SLA that will for 4 business days before it is breached. Then create an automation like the one below.
This automation will then send an email prompting a response. If no response is received in 24hrs then the automation will close out the issue. This will help keep issues out of your queues that are not being responded to.