Inform after X days and close after Y days

[Norman Walter]

Hey everyone and thanks in advance for your support.

I'm trying to come up with a setup that does the following:

• After an issue is X days in a status (let's call it 'Waiting for customer' ;o), add a comment to the issue (= send a notification mail)
• After the issue is Y days in the same status (in other words: the customer didn't act), close the ticket

I thought it'll be an easy one with SLAs and Automation, but it turned out a bit more complicated than expected, given this easy task.

I've achieved the first point on the list - see attached screenshot.

Can you tell me if that's a correct setup?
Also how would you address the second one with issue closing after a few more days?

Thanks & all the best,
Norman

[Caleb TeBokkel]

Did you end up creating a version of the "Closed ticket after X days" answer?

[Alex Koxaras _Relational_]

@Jack Brickey I'm sure I had posted an answer here. Do you know where exactly it went?

[Jack Brickey]

I found in spam quarantine and removed it…

[Alex Koxaras _Relational_]

Cheers mate!

[Alex Koxaras _Relational_]

Hi @Norman Walter ,

Kindly see this solution, which is exactly what you need to do: 

https://community.atlassian.com/t5/Jira-Software-questions/Closed-ticket-after-X-days/qaq-p/1520842

Let me know if that helps!

Alex

[Jack Brickey]

I see that you are on server. Were you on cloud I’d recommend using the built in automation. You will need some sort of scripting or automation app to couple with your S LA. Automation for Jira provides some nice built-in library rules for this purpose. Basically the idea is when an SLA breaches then you can take whatever action you need such as send a notification or close an issue.

[Norman Walter]

Hi Jack, thanks for the fast reply.

Independently from how to react on the breached SLA - do you have an idea how to configure a single SLA to cover both scenarios (something after X days and something after 10 days, without any change in the issue)? Or do I either have to set a field, e.g. a label or so, together with the first scenario?
Or would it anyways need 2 SLAs?

I still have the feeling I haven't fully understand the SLA concept respectively how it is implemented in Jira Service Management.

Regarding the 'reaction' to the SLA breach - we also have Automation for Jira in place, I'll try to achieve this in there, as recommended by you.

Best,
Norman

[Jack Brickey]

An SLA is just a countdown timer and “breached” is binary (yes or no) so it alone can’t serve as a solution to the two actions. This is where automation comes into play. In fact you could achieve your goal with automation alone - set a custom date field when entered W4C then run rule daily to check diff between today and custom field then take action. However SLA is cleaner and has added benefits.