Automatically transition issue based on how many days it has been in a certain status

[lwoolf2]

I have a workflow for incidents. I want the user to be able to confirm the incident is resolved before the ticket is officially resolved though. I want to know (please) if I can use Service Desk automation for this or is I need a plugin or workflow script. 

Workflow Example:

New > In Queue > In Progress > Closure Request > Strike 1 > Strike 2 > Strike 3 > Closed

Once the issue has been put into status "Closure Request" I would like it to automatically transition into status "Strike 1" after it has been in the "Closure Request" status for 1 day; and then transition from "Strike 1" to "Strike 2" if it has been in status "Strike 1" for more than 2 days and so on. 

[Gökçe Gürsel {Appfire} · Accepted solution]

Hi,

Time to SLA offers a novel way to solve this issue.

You can define an SLA with start condition Status (Closed Request) and End Strike1 with an SLA Goal of 1 day (or more, it doesn't matter much). After this, you can configure a notifier to fire a custom event when 1 day passed in this status and catch this Event with the Script runner to transition this issue to Strike 2.

The best thing about this solution is that you can configure this to only take notice of business hours and exclude holidays and out of office hours. Time to SLA gives you this flexibility.

Time to SLA's notifier mechanism allows users to fire an event at a specified time before/after the SLA breach.

The solution is:

1. Set up a business calendar and an SLA as you wish.

2. Set up a custom event just for this SLA with SLA Goal of 1d.

3. Set up a notifier for this SLA to fire an event  at the time of the breach by modifying the notify before parameter (-1m):

4. Set up a listener (Script Runner) that catches the custom event fired from this notifier to transition the issue.

5. As a bonus, you can use the status that the issue transition to as an SLA end condition so that your SLAs won't go on forever.

Let me know if you have any questions.

Best,

Gökçe