How do I set up an automation rule in Jira to move a Status of “Resolved” to “closed” after 5 days

[Todd Simon]

So for an example say my customers create a ticket.  I respond with a resolution and verify the resolution was successful.  I then move the status of the ticket from in-progress to Resolved on Oct 1.  What I hoping to do is create an automation that will move the ticket from Resolved status to Closed status after 5 days (Oct 5).  

Does anyone know how to do this?

[Julian Governale]

We do a similar approach to what @David Blank does but we just look at the status and last updated date.   We have this implemented in our Service Desk so we are dealing with customer vs. internal team members.

This works for us because we use a second automation rule to re-open requests (back to in progress) if the request is in a resolved status and the customer adds a new comment.  So only requests in a resolved status for 3 days with no updates will meet our criteria. 

Trigger - Schedule

- Runs every day at 9 AM  

- JQL used to identify requests

project = "ProjectKey" AND issuetype in ("Service request", "Incident") AND status = Resolved and updated < -3d

Action

- Transition Issue to Closed status

- Email customer 

We email the customer as the transition from resolved to closed is not customer-facing nor will send a system notification.  This allows us to send custom emails when it goes to close.   

Again slightly different since we are working with customers

If you do need to find and compare the resolution date and current date, you can use the  the smart value {{issue.resolutiondate}} to pull the issues resolution date and compare it to current date {{now.diff(issue.resolutiondate).days}}

Examples of using smart values with dates | Cloud automation Cloud | Atlassian Support

[Todd Simon]

Thank you for the information.  I will give it a go and perform a test to make sure it works the way my team is wanting it to.

[David Blank]

Hi @Todd Simon and welcome to the Atlassian Community!

We have a few options when running automation:

1. From a trigger (ex. a change to an issue)

2. From a schedule (ex. Every Monday at 7 AM)

3. We can also do cool things from outside events with webhooks, etc.

For your use case, since it is days afterwards, I would use the schedule. Maybe running it every day? 

Next, we need to find the date that the issue was resolved. I think that the best way to capture this would be to use a custom field that I would populate on the workflow transition with a post function.

Here's how your automation could look where Updated = your custom date

Here is what the parameters of your Post Function to Update your custom date field could look like:

[Todd Simon]

Thank you for the welcome and the information.  It is really appreciated.