Hi there im trying to set this up and I cant find the triggers talked about above here. 

Hi williamw1,

We originally capped it at 10 days because of some concerns around scaling the scheduler. Those concerns have been alleviated now though, so I've bumped the limit up to 30 days - you can try it on your Jira site now. Hope this helps .

Oliver Wessels

Jira Service Desk Engineer

@owessels This new feature is great and makes things so much easier!

The only thing keeping it from being perfect is the seemingly arbitrary restriction of 10 days. Why is this? It would be nice to be able to say, "Transition case after 15 days" or perform any action. I know we can still setup SLAs and such for automation, but that is a huge pain especially with multiple triggers involved and it seems strange to hobble this otherwise great feature.

Hi everyone,

I'm pleased to announce that you can now automate this with the new "time in status" WHEN handler for Service Desk automation. It allows you to create a rule that triggers when an issue has been in a status for a certain amount of time.

To try it out, go to your Service Desk project > Project settings > Automation, click "Add rule" and select one of the new blueprints:

• Prompt customer for comment
• Close resolve issue

Oliver Wessels

Jira Service Desk Engineer

+1 on this one. I can live with Philips solution above, if I had the chance to choose what clocks should be visible on the view screen. Can be quite a few clocks to look at eventually.

We've implemented this using automation rules and SLAs.

We have three SLAs:

Follow up - 4 days
Follow up - 14 days
Resolve - no response

Each of these start counting time when entered status is waiting for customer, and stop counting time when "Comment: by customer".

The automation then fires when each of those SLAs breaches. For the first two, a comment is added and, for the last one, the issue is transitioned to resolved.

It is ironic that this issue is still not resolved, even though Atlassian had this functionality on its very own Support Desk with the message _"We have noticed that this issue has not been updated for a period of 10 business days.
We assume that this issue is resolved. However if this is not the case, feel free to add a comment and we will respond accordingly.
If you've managed to resolve this issue locally would you kindly spare a moment to share your solution for future reference.
You can also request a delay (freeze) now if you need more time to respond."_

Any idea this is implemented?

I agree that this is a "must have" functionality to make the work efficient for many many help desks using Service Desk.
Both the ability to notify users when not updating the issue during a period, and the abilty to transition issues to resolved when getting no updates from customer is needed.

This is the one part of the new automation that is missing for us too. The JIRA Automation plugin allows you to define a JQL query and run it on a cron schedule. The think the only thing missing for Service Desk is a 'Cron Trigger' where you could setup a time to run a automation rule - you could then define the if for timing and the action to comment, close, etc.

Two pre-defined rules - comment that there is no response after x days, and one for auto-close after x days would be great - that has always been one of the major missing pieces to Jira Service Desk versus other service desk solutions.