How do you stall a ticket until a certain date?

Hello all,

I am setting up JIRA service desk. I am trying to figure out to set up the service desk workflow to include a status that would stall the ticket for a finite amount of time but would change the ticket back to the previous status (or maybe a static status if that is easier) after the time elapses.

example: It is Dec 15th. user needs access given Jan 1st and taken away Jan 7th. Is it possible to set it up so that I can stall the ticket, but on Jan 1, have it automatically have its status changed to waiting on agent, and then stall it again but when Jan7 comes, it automatically comes back to waiting on agent status?




1 answer

This sounds like a typical example of issue escalation.

There is no built-in feature for this, but you can implement your own custom mechanism based on this article.

(If you ask me, I'd use the super-powerful JIRA Automation Plugin for this.)

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