mark a request in Jira SM as resolved if no update from the requester in the last 3 biz days

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November 21, 2022


In our project, we want to mark a request in Jira Service Management as resolved if we're missing any update from the requester for at least 3 business days.

Ideally using an automation rule configurable via

We have the following rules: business days from Monday till Friday, without considering bank holidays.

We are having difficulties identifying any solution to achieve this.

Defining a solution based on status is out of scope.

Defining a JQL query condition updated < -3d is out of scope too due to the fact an issue could be updated by a team member and we want to avoid counting weekends. The counter starting on Friday for a support request should reach 3 days on Wednesday.

Constraints such as are considered.

Please advise what we could configure on the project/& instance. Communicate if you need more info.

Thank you.

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