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Restrict Resolution based on Time

Jon Miller
Jon Miller Oct 06, 2021

We have a very simplistic Jira Service Desk implementation in the cloud and have various resolutions available. One of which is "No Correspondence" . I'd like for that to only be shown as an available choice in the drop down menu for Resolution if the ticket has either been open for X number of days or if possible, after X number of days since the customer last responded. 

 

Say ticket SD-1234 was opened on 10/1 by end user. IT Support responds immediately the same day, but end user does not reply after numerous attempts. I don't want the IT Support team to be able to close the ticket with resolution of "No Correspondence" if the ticket has be open for less than 14 days OR the end user hasn't responded in the last 14 days. 

 

Is this possible?

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