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  1. Jira Service Management Data Center
  2. JSDSERVER-1804

Automation to Alert or Close inactive issues

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Feature Request

      • Ability to notify customer when they do not respond, one hour after the status gets Waiting to Customer and 24 hours after the status gets To Do
      • Ability to close a request after a period of time if customer don't respond to it.

            [JSDSERVER-1804] Automation to Alert or Close inactive issues

            Javi added a comment -

            Notify customer when they do not responding, two times in 48 hours.
            Close issues 48 h after.
            I stop SLA if status is "waiting to customer", and begining when status change.

            Javi added a comment - Notify customer when they do not responding, two times in 48 hours. Close issues 48 h after. I stop SLA if status is "waiting to customer", and begining when status change.

            Adam Mills added a comment -

            How do you reset the SLA when the user comments?

            Adam Mills added a comment - How do you reset the SLA when the user comments?

            shihab added a comment -

            Hi,

            It is possible to build these automation rules using SLAs.

            For example, create an SLA that measures the Time for customer response - eg. measuring the time between Waiting for Customer and Waiting for Support. You can set an SLA goal representing the number of hours you are willing to wait before the issue should expire and use automation to automatically close/transition the issue when this particular SLA is breached.

            Cheers,

            -Shihab

            shihab added a comment - Hi, It is possible to build these automation rules using SLAs. For example, create an SLA that measures the Time for customer response - eg. measuring the time between Waiting for Customer and Waiting for Support. You can set an SLA goal representing the number of hours you are willing to wait before the issue should expire and use automation to automatically close/transition the issue when this particular SLA is breached. Cheers, -Shihab

              Unassigned Unassigned
              jalor Janice Alor (Inactive)
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                Created:
                Updated: