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  1. Jira Service Management Cloud
  2. JSDCLOUD-1861

Automation to comment then close a ticket when no response

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      The new automation system is fantastic. The only problem is the "When" conditions don't include anything that allows us to comment on a ticket when no action has happened.

      Perhaps allowing a JQL query? so we could use updated < -2w to get any tickets not updated within the last 2 weeks which would add a comment and put it in a pending closure status. Then a second rule would check for tickets in that pending closure status that need closing if no updates within another 2 weeks.

            [JSDCLOUD-1861] Automation to comment then close a ticket when no response

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3444837 ] New: JAC Suggestion Workflow 3 [ 3694990 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Monique Khairuliana (Inactive) made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2319140 ] New: JAC Suggestion Workflow [ 3444837 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            oli made changes -
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            Status Original: Open [ 1 ] New: Closed [ 6 ]
            Amogh Sarda (Inactive) made changes -
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            Amogh Sarda (Inactive) made changes -
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            Katherine Yabut made changes -
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            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2046398 ] New: JSD Suggestion Workflow [ 2051331 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1874440 ] New: JSD Suggestion Workflow - TEMP [ 2046398 ]
            jonah (Inactive) made changes -
            Description Original: The new automation system is fantastic. The only problem is the "When" conditions don't include anything that allows us to comment on a ticket when no action has happened.

            Perhaps allowing a JQL query? so we could use updated < -2w to get any tickets not updated within the last 2 weeks which would add a comment and put it in a pending closure status. Then a second rule would check for tickets in that pending closure status that need closing if no updates within another 2 weeks.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Cloud*. Using *JIRA Service Desk Server*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDSERVER-1861].
              {panel}

            The new automation system is fantastic. The only problem is the "When" conditions don't include anything that allows us to comment on a ticket when no action has happened.

            Perhaps allowing a JQL query? so we could use updated < -2w to get any tickets not updated within the last 2 weeks which would add a comment and put it in a pending closure status. Then a second rule would check for tickets in that pending closure status that need closing if no updates within another 2 weeks.

              Unassigned Unassigned
              1afb510b0506 Sam Benskin
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              19 Vote for this issue
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                Created:
                Updated:
                Resolved: