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Status change of an issue

Hello,

I'm here with a question about issue statuses.

Usually when issue gets a status resolved it automatically (after some time) changed to > first follow up sent > closed. 

Now after an issue gets a status resolved it doesn't change. 

Our customers started to notice this at the start of June. 

Do you have any ideas where to check for the problem? Workflow, SLA, automation?

1 answer

0 votes
Dave Liao Community Leader Jul 07, 2021

@Jira Softera - from your user's expectations, this sounds like an automation.

Hopefully you can find the automation source - Power Scripts, ScriptRunner, Jira Automation?

Check for "services" in general for where most apps might automate this from (Scriptrunner for example, will show in there), and then go through your Automations.

Hey,

Аs I understand, they're using script-runner, but here I can't see the automation 'resolved > first follow-up sent > closed 'image.png

Ok, that makes sense.  You said:

"... it automatically (after some time) changed to > first follow up sent > closed. 

Now after an issue gets a status resolved it doesn't change. "

 

That suggests to me that you had a service that ran regularly, checked for issues that had been in a "first follow up sent" status for a while and transitioned them, but one of your admins has removed it (or possibly disabled it)

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