Auto change status after 2 days

[Jennifer Bader]

Need to create a manual trigger rule where the status will be changed to Resolved if there are no updates/comments for 2 days after the rule is triggered.

I started 2 variations but need some advice. 

[Dan Breyen]

Hi @Jennifer Bader check out the Automation Template Library.  When you go look at the Automations, there should be a "Template" tab.  In the Templates, down in the "Information Technology (IT)" section there is an Automation called "Resolve work items due to inactivity".  I used that as a start and tweaked it to match my criteria.  

Take a look at that as a place to start.

Hope that Helps.

[Jennifer Bader]

Thank you! I can work off of that if I can't get the manual trigger to work.

[Jennifer Bader]

[Joseph Chung Yin]

@Jennifer Bader -

Here is a condition that you can try -

{{issue.updated}} is less than {{now.minusDays(2)}}

It should work - try it out while writing into the audit log using Log action action/

I also agreed with @Dan Breyen suggestion.

Hope this helps.

Best, Joseph Chung Yin

[Ryan M]

So your examples will not trigger later. They are triggering now, and there is nothing to trigger that re-evaluation later on you are looking for, so what you want to happen has a bit of a fundamental flaw in that the technology doesn't operate that way. It has no way of being activated, then "waiting" or counting up and checking again.

Question: are these standard Jira projects (formerly known as jira software and jira work management), or are they in Jira Service Management (JSM)? JSM has some more tools that might work a little more elegantly for following up on items, but there are still options in regular Jira - we may just need to set up a daily scheduled automation to check things. 

Also, if you have more information on what is driving the need for this automation, that might help as well. 

[Jennifer Bader]

Thanks, @Ryan M

This will be for JSM. If I use the TriggerTime could it could that as the start and then wait 2 days?

This would be used for cases where a user reports an issue to IT but does not respond to follow-up questions, and IT would want to manually click the trigger automation to close the ticket after 2 days.

[Ryan M]

If you're using JSM you might want to consider using SLA's to do something like this as your basis. https://www.howtojira.com/2022/06/how-to-setup-bump-bump-solve-in-jira.html 

A "Bump bump solve" type automation removes having to think about it from your agents and does it automatically, saving them work and ensuring things aren't missed, and is considered a best practice for most "customer" facing support. ("customers" may be internal as well, they aren't necessarily external).

If there are use cases you don't want this happening consider an exclusion for those types (if there is a field/organization/issue type setting you want to exclude, or a "check box" you want to give agents the opportunity to check to opt out) this would still give you flexibility to do that while automating most of it.