How to auto close tickets in JIRA service desk cloud

Please share the automation procedure to close tickets in JIRA service desk cloud if there is no response for a week.

There seems to be plugin available for JIRA Server and not for cloud.

2 answers

0 votes

Hi Vishal,

There is an open Suggestion/Feature Request titled Automation to comment then close a ticket when no response for this behavior.  Please vote on the issue to add impact.

In the comment section there is a workaround that my work for you:

 

We've implemented this using automation rules and SLAs.

We have three SLAs:

Follow up - 4 days
Follow up - 14 days
Resolve - no response

Each of these start counting time when entered status is waiting for customer, and stop counting time when "Comment: by customer".

The automation then fires when each of those SLAs breaches. For the first two, a comment is added and, for the last one, the issue is transitioned to resolved.

Hopefully this helps.

Cheers,

Branden

0 votes

Hi Vishal,

Here's what you can do with existing JSD functionality. It's not the most elegant solution, not by a long shot but it works:

1) Create an SLA metric, say 'Issue uptime', and configure it to start whenever your agents post a comment for a customer and end when a customer posts a comment. Alternatively you can configure it to start when your issue enters a corresponding status if your project is configured to change issue statuses on comments.

2) Set a target for this metric to 168h (1 week)

3) Create a workflow transition that leads to your "Closed" status. If needed hide it from users using a corresponding condition and add a post-function to set a resolution.

4) Create an automation rule, which will trigger when the above SLA metric is at risk (30m remaining). Make this rule execute the transition you've created and if needed post a comment and/or send an email to your customer.

Hope this helps

Hello Ivan,

 

 

I would like to get a notification through the automation, just like you described

 

But I would like to set my SLAs in the following way:

 

- When no changes are made after a status changed, the SLA timer should start. (e.g 8h)

- But when the status does change, it should not stop. It should just pause.

- The only way to stop an SLA is by closing the ticket.

 

How can I set an SLA metric that supports Starting AND Stopping the timer when changing from one status to another? 

 

I tried to put all Statuses from a certain workflow on both, Start and Stop. Obviously that did not work.. 

 

Maybe you have a solution? Thanks and best Regards

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