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Automation to Prevent Reopening a Ticket After a Certain Time

I currently have a workflow that resembles:

Open -> In Progress -> Closed

When an issue is closed, the initiator is able to reopen the ticket with new comments/discussion of the resolution.

I am trying to limit this to only a certain number of days (5 business days) from closure.

Is there a way to do this with an SLA comparison?
Or some other date check in automation?

2 answers

1 accepted

2 votes
Answer accepted
Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 05, 2023

Hi @Matthew Berzinskas 

You can achieve that in two ways that I can think of, depending of course on how your current solution is implemented:

  1. Add a (or more) validators to the transitions from the closed status to open and in progress which will satisfy the condition the resolution date is less than five days (or greater that -5 days).
  2. Add another status to your workflow e.g. "Resolved", before closed. There will be one transition leading to Close from Resolved and there will not be any reopen transitions from closed to resolved etc. Now you add an automation rule to transition the issue 5 days after if the issue is in the resolve status and hasn't been updated for 5 days. You can also add a workflow property on the Close status for the issue to be un-editable.

Let me know if the above helps. 

This may be what I need to do, I was trying to not overcomplicate for the customer with a new status, but that may be easier than unnecessary automations and comparisons.

Thanks, I will give this a try.

1 vote
Benjamin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 05, 2023

Hi @Matthew Berzinskas ,

 

There's has been a post regarding this:

 

https://community.atlassian.com/t5/Jira-questions/How-do-I-prevent-users-reopening-a-closed-or-resolved-issue/qaq-p/1954993

 

I haven't seen a time function natively for this. You may want to check marketplace add-ons that have extended functionality to the condition and validators where it checks the configure time condition and makes a determination whether to reopen or transition to another status in the workflow

-Ben

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