How can I automatically close service desk issues in Jira Cloud?


I would like to automatically close service desk issues in JIRA Cloud that meet certain criteria. There are some automated messages from our server that can be just closed. I setup automation to transition the issue to "Resolved." That is changing the status to Resolved automatically, but the issues are still showing up under "All Open" in the queue. How can I get the issue to close out so it isn't in "All Open?"



3 answers

Hi Damon,

Here's how I achieved automation for closing an issue after timeout with JIRA Service Desk:

  1. Create an SLA, 'Waiting on Customer'
    1. All issues, 24/7, 336h
    2. 336 hours, or 2 weeks, in that state before it is breeched
  2. Create a custom automation rule, 'Close issue on timeout'
    1. When: SLA Time Remaining for 'Waiting on Customer' is breeched
    2. Then: Comment on the issue publicly to let the customer know, and transition to Done

Does it sound like that approach would work in your scenario?

Thanks Damon, have a great day,
Nick Muldoon
Easy Agile, creators of Easy Agile User Story Maps and Easy Agile Roadmaps for JIRA

Meg Holbrook Community Champion Oct 06, 2016

Fantastic solution for us cloud users, thanks!

Hi Schopen,


You can Auto close the tickets using JIRA Automation plugin to configure periodic task which accepts JQL as a filter.

But unfortunately, this plugin is not available on the cloud.




Thanks Rahul. So there is not a way to do this when using the cloud edition, correct?

First thing, check what does your automation do when it actually "Resolve" the issue, does it just change the status? Does it populate the resolution field? Second, check what the "All Open" queue display. Does it display "All Issues that are not Closed" or "All issues that do not have a Resolution"?

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