How to automatically close issue if there has been no activity for last 2 weeks

[gauravkohli]

We have a workflow in which we resolve a issue and then it enters "Resolved" status and after that it has two transition possible "verification passed" or "verification failed" which the end user should perform. But if the user do not reply for 2-3 weeks, I just want the issue should automatically transition to the closed status and put in a appropriate comment.

anyone has any idea about this ?

[Jobin Kuruvilla [Adaptavist] · Accepted solution]

Have a look at this: http://confluence.atlassian.com/display/JIRA/Jelly+Escalation

[gauravkohli]

Thanks Jobin, I was exactly looking for what Atlassian Support team does for their project.

[Najmul Khan]

Hi Jobin,

If you see there is one attribute name as password, I dont want to use the password attribute, is this will be work and I want to run this through service.

Please give your fruitful answer for this because I want to do this with service after every 12 hrs.

Thanks in advance!

[Jobin Kuruvilla [Adaptavist]]

You can try to do it in a JIRA service. But you will have to use the SearchService to find issues that are closed in last 2 weeks and then use IssueService to transition them to Closed state.

[Najmul Khan]

Hi Jobin,

Let me tell you what I did till now, I wrote one Jelly (which contain the user name and password attribute) to close the resolve ticket and configure the Jelly in the service. Now I am running the services after every 12 hr. So, ticket is getting close properly.

As you know, Now I am passing the user name and password both in Jelly to close the ticket but I dont want to use the password attribute in Jelly for some of the security reason of our company. Whenever I am trying to run the Jelly without the password attribute through service the code is not running.

Hope you will understand my issue. Please share some workaround with me.

[Aaron Bauman]

"Jelly Escalation" has been deleted. What is the current state of this solution / workaround?

[Matej K]

Take a look below, search for JIRA Automation plugin 

[Aaron Bauman]

Thanks Matej - should have clarified that i need a solution for OnDemand / Cloud

[Alexander Fedtke]

I am using the automation plugin (https://marketplace.atlassian.com/plugins/com.atlassian.plugin.automation.jira-automation-plugin/server/overview

for that purpose e.g. Ticket longer then 10d in IN QA auto. close

project in ("Design UI Team") AND status = "In QA" AND status changed to "In QA" before -10d and updated <= -10d

Here the full details:

Trigger
TypeJQL Filter Trigger
JQL expressionproject in ("Design UI Team") AND status = "In QA" AND status changed to "In QA" before -10d and updated <= -10d
Limit results
CRON schedule0/5 * * * * ?
Actions

TRANSITION ISSUE ACTION
Workflow TransitionDT WFv3: Done (61)
Disable notification for this transition?No
Skip condition checkingNo
Transition fieldsresolution=6
COMMENT ISSUE ACTION
CommentTicket closed because it was longer than 10 days "In QA".
Comment VisibilityViewable by All Users
Send notification?Yes

[Tom Rehulka]

Hi Gaurav,

I would:

1. Create SLA Metric to start counting when issue entered Resolved.
2. Create Automation to check if this SLA Metric reached 3 weeks. Then Transition the issue.

Cheers

[SABVARX]

Hi Tom Rehulka,

the solution you describe sounds straightforward, but actually I tried to configure that, but the issue does not get transitioned.

Did you ever get it working?

Can you please clarify in more detail how you configured the SLA.

Thank you!

Cheers, Sabrina

[dmartinm]

SLA

start when Entered Status: Resolved and stop when Entered Status: Closed

on Goals I put 40h for all issues remaining ...

AUTOMATION

then automation on SLA time remaining: <your sla name task> is Breached and then Transition issue: close

regards

[Najmul Khan]

Hi,

I am going to achieve this through Jira Automation Plugin. Hope so it will work.

[Matej K]

This is exactly the scenario we're using the JIRA Automation Plugin in Atlassian Support, see https://blogs.atlassian.com/2014/02/atlassian-support-uses-jira-automation-plugin/

[Alexander Fedtke]

Which event trigger do you use for issues which are e.g. longer than 10d in the status "IN QA"?

[Deleted user]

Are we talking about a free plugin? I see there are PRO and LITE versions of that plugin, is the LITE for free and does it do the job?

[Johannes Rudolf]

Script Runner for Jira does that job easily too.

Simply use the "Escalation Service" in order to create a JQL based scheduled job and  define when to run via cron expression. You may place a comment too. And use a service user to execute the job. Done.

Give it a try when have this powerful plugin installed upon your instance. ;-) 

[Deleted user]

https://support.atlassian.com/confluence-cloud/

[Cedric_DEVAUX]

Nobody could help me?

[Cedric_DEVAUX]

Hi,

My company use JIRA 5.2.11 so I can't use JIRA automation plugin and we want to close automatically resolved tickets after 7 days without reopening and only in a specific JIRA project (Service Desk)

I use the Jelly script describe here: http://confluence.atlassian.com/display/JIRA/Jelly+Escalation

It works fine but works too fine because the script close all resolved tickets in all JIRA project.

Below my script

<JiraJelly xmlns:jira="jelly:com.atlassian.jira.jelly.enterprise.JiraTagLib" xmlns:core="jelly:core" xmlns:log="jelly:log" >
<jira:Login username="My_user" password="My_pwd">
    <log:info>Running Close issues service</log:info>
    <!-- Properties for the script -->
    <core:set var="comment">Dear User,
This issue has not been updated for 5 business days and will be Closed.
 
If this issue has not been completed please reopen a new issue and we will do our best to help you as soon as we can.
 
Thank you,
 
Vallourec Service Desk</core:set>
    <core:set var="workflowStep" value="701" />
    <core:set var="workflowUser" value="SVC-CT.JiraToConflue" />
    <core:set var="filter7Days" value="17560" />
 
    <!-- Run the SearchRequestFilter -->
    <jira:RunSearchRequest filterid="${filter7Days}" var="issues" />
 
    <!-- Iterate over the issues -->
    <core:forEach var="issue" items="${issues}">
        <log:warn>Closing inactive issue ${issue.key}</log:warn>
        <jira:TransitionWorkflow key="${issue.key}" user="${workflowUser}" workflowAction="${workflowStep}" comment="${comment}" resolution="Done"/>
    </core:forEach>
</jira:Login>
</JiraJelly>

My filter uses in my script

project = "Service Desk" AND status = Resolved AND resolved > -7d

Someone can help me?

Thanks in advance

Cedric

[Najmul Khan]

Hi Friends,

I am still waiting for your meaningful reply.

[François Manchon]

Write a Jelly script to close the issues matching your criteria, and schedule the script to run every night.

[Najmul Khan]

Hi,

In Jelly, There is an attrbute name as Password, I dont want to give password for security purpose, If I am running the code without password then it give the error. Is there any alternate solution or work around to come out from this issue.