How to set an automation rule to automatically close inactive tickets?

[Jonathan Lewis]

Hi Atlassian community,

I'm wanting to setup an Automation rule in Jira Service Desk to automatically transition to the status 'cancelled' (resolution = 'Rejected') when the status is changed to 'Waiting for customer' and the requestor has not changed the status back to 'Waiting for support' after 'x' amount of days.

I currently have the automation as:

When: Scheduled

Searches with:

project = "PSP" AND issuetype = "Service Request" AND "Customer Request Type" = "Testing Ticket" AND status = "Waiting for customer" every 5 minutes (5 minutes used to not have to wait so long for testing).

Only include issues that have changed since the last time this rule executed = unticked.

Action: Transition issue

Destination status = Cancelled

Resolution = Rejected

---

The automation rule currently works but it is running for multiple tickets at once rather than individually at a time.

Is there a way to specify the ticket requests individually in this automation rule or would I need to create a specific SLA and feed that into the automation rule?

I have attached a screenshot of the Automation rule audit log running successfully and bulking the tickets altogether at once.

FYI: I don't have Jira Admin access to add custom fields as outlined in this article https://confluence.atlassian.com/jirakb/automation-issue-inactivity-follow-ups-and-closure-1130375679.html , but if it needs to be done then I can ask one of our domain admins.

Thanks!

[Walter Buggenhout · Accepted solution]

Hi @Jonathan Lewis,

Your screenshot does not appear currently, but apart from that I am not sure what you seem to be struggling with;

Your automation rule does process each ticket separately. But if your JQL filter returns multiple issues, it will process all these issues - one by one.

Your JQL query is currently missing the part from your requirement where you state:

and the requestor has not changed the status back to 'Waiting for support' after 'x' amount of days

If you update your query to something like this, that should reduce the number of issues processed by the rule:

project = "PSP" AND issuetype = "Service Request" AND "Customer Request Type" =
"Testing Ticket" AND status = "Waiting for customer" AND status changed to
"Waiting for customer" BEFORE -5d

In the example, I am looking at tickets that were transitioned to the Waiting for Customer status more than 5 days, but you can change that to any number that makes sense to your process of course.

Hope this helps! 

[Jonathan Lewis]

Hi @Walter Buggenhout

Thank you for your help, I appreciate it.

I wasn't able to get it going based on your above solution but have managed to do it via another method.

This was the error I was getting with the screenshot you couldn't see above (multiple tickets were being transitioned all at once even with the status changed to waiting for customer at different times):

I've gone with the SLA and Automation rule approach, will include instructions below incase it might be of use to someone else. We can mark this post as closed now.

SLA created:

• Start when: Entered status = Waiting for customer
• Pause on: Left blank
• Stop when: Enter status does not = Waiting for customer (changed to waiting for support instead)

Used the JQL to search up the project, issue type, request type, status & status changed to: project = "PSP" AND issuetype = "Service Request" AND "Customer Request Type" = "Testing Ticket" AND status = "Waiting for customer" 

Goal to = e.g. 2 mins (can be changed to whatever you like!)

Calendar left as default 24/7 but can be 9-5 Calendar.

Automation rule:

• Trigger = SLA threshold breached
  • SLA = Waiting on customer (or whatever the name is given to the SLA above)
  • Trigger when SLA has: Breached
• Issue fields condition (to ensure the ticket is still in the waiting for customer status)
  • Field = Status
  • Condition = Equals
  • Value = Waiting for customer
• Transition issue
  • Destination status = Canceled
  • Field = resolution
  • Resolution = Rejected
• Comment on issue