Customer vacation and SLA issue auto closing

[Adrian_Weiss]

Hey there,

I have a little issue. I have configured a SLA which closes an issue automatically when a customer is not answering in a defined time (40 hours). This SLA is only active, when the status is a customer status (like waiting for approval).

The big issue on this SLA are the vacations of the customers. They have the ability to create an issue based on an email, but they can't answer a email, because the sender is no-reply@.... 

Is there a possibility that the issue won't be closed while the customer is on vacation?

More details to JIRA

- JIRA Servicedesk

- outgoing mails from (JIRA) no-reply@xxxxxxx.xx

- SLA: Waiting for customer: Time 40 working hours (equal to 1 working week)

If there are information missing, I will add them.

Thanks in advance!

Best regards.

[Adrian_Weiss · Accepted solution]

For all, who has the same issue/trouble with Out-Of-Office-Mails from Customers:

• Use Automation for JIRA 
• Generate an automation rule
  
  • SLA will be breached in X hours
  • Send an email from your default mail address
  • The issue will be commented
  • The issue will be transitioned to next status (if this is configured)

I hope it will help a little. I know, it's not the best solution...