Create an automated rule when no one makes a comment to a ticket it changes status

[pcollins_cp]

Hi

I want to make an automated rule that if NO one makes a comment to a ticket in a certain status that the ticket is set to resolved after x amount of days. I can see a rule for if a comment is made a to ticket and then you can change the status of the ticket but I want the opposite of this. Is this possible?

[Laurens Coppens]

I would use a scheduled automation rule that runs every day and checks the status of an issue and the updated date.

That way when an issue is left unhandeled (no status change, comment, ...) you can close it.

Does this help?

[Deleted user]

Yeah, you can use what Laurens suggested with an additional condition check for the comments.

If you add a condition that also checks if comments exists by matching the value {{issue.comments.size}} to zero.

[pcollins_cp]

thanks for your feedback

[laralg]

Hi! You could make an SLA that stops only when a ticket it is commented. If the SLA is breached (because no one has commented on it) then you could transition it to a "Close" or "Delete" status after a few days and the get rid of them.
Otherwise you would have to use an add-on.

Regards!

[pcollins_cp]

That sounds correct but how do I perform same in an SLA

so ticket is in status open for example and no comment whats the JQL for same?

[laralg]

No need for JQL, it would be something like this

SLA

Automation rule

Does it help?

[pcollins_cp]

thanks for your feedback