Auto close ticket if no response in 7 days and reopen if replied close ticket within 7 days

[Mahesh Yadav]

Hi Team,

Auto close ticket if no response in 7 days and reopen if replied to close ticket within 7 days

Please help anyone or share JQL script where i can directly put to execute it.

Regards

Mahesh Yadav

[Tomislav Tobijas]

Hi @Mahesh Yadav ,

You can achieve this behavior by using JSM automation rules. These are also part of system templates - navigate to Project settings > Automation > Templates and search for the following two:

• Resolve issues due to inactivity
• When a customer comments on a closed requests -> then reopen the request

These might need some tweaking (changing a number of inactive days and so on) but would be a good starting point.

Cheers,
Tom

[Mahesh Yadav]

Dear @Tomislav Tobijas ,

Thanks for your quick response.

you mean by using above to JSM i can achieve below task, is it?

1. Automatically close the ticket when its status is set to “Resolved.”

2. When a ticket is in “Closed” status for 7 days, it cannot be reopened. If a reply is received within 7 days, the ticket should automatically reopen and change to “Waiting for Support” status.Can we connect if you are free as i tried but bit confuse in number of days, i'm available anytime email - mahesh.yadav@tecpact.com
   
   RegardsMahesh Yadav

[Tomislav Tobijas]

That's right. Although the workflow is usually a bit different when it comes to reopening tickets on comments.

For example, it usually goes as follows:

1. If the ticket has been inactive for (let's say) 7 days, move it to the status "Resolved"
2. In case someone comments on a ticket while it's in status "Resolved" it would be automatically reopened and set to different status
3. In case there's no activity within (for example) 5 days while it's in status "Resolved", automatically move the ticket to status "Closed"

"Closed" status usually means the ticket cannot be reopened, and in some cases, you can also set it so that end users/customers cannot comment on those tickets as well.

[Mahesh Yadav]

Dear @Tomislav Tobijas ,

First of all, thank you so much for your quick response and support.

For testing purpose, I have set 10 minutes on resolved status to Close
> 10Minutes is it correct? or need to change 10M pls clear on this point

Then reopen the request

1- Based on this template, the ticket will reopen in 7 days if a reply is received. If no reply is received, it will not reopen right? pls explain in i'm wrong.



Regards

Mahesh Yadav

[Tomislav Tobijas]

Regarding the first rule, the JQL would probably look like this:

status = "Resolved" AND updated < "-10m"

 For more info on working with JQL operators see https://support.atlassian.com/jira-software-cloud/docs/jql-operators/

---

Regarding (re)opening request on comment, you would need to construct something like this:

• As mentioned trigger for comments would trigger on any issue, you would need to specify from which status you're transitioning the ticket. Therefore, you can add a condition like "Status equals Resolved" in order to proceed with the action/reopening transition.

I've added everything under one IF/ELSE block as it's a cleaner configuration.

Note that it is based on the following workflow:

So, in the example above, only when the ticket is in the status "Resolved" and the customer leaves a comment, the ticket would be transitioned to the status "Created". You can, of course, modify the workflow and automation to transition to a different status if necessary (e.g. to "Waiting for support"). Note that you must have an existing transition on the workflow in order for automation to be able to transition the issue as defined within the rule action.

[Mahesh Yadav]

Dear @Tomislav Tobijas 

1 - 1st point is getting executed properly for auto close ticket - Done 

Now pls support for point number 2 for reopening ticket as you suggested did the same but no luck.

2- Attached below configuration snap and error in audit logs.

Configured snap: -

Once added comment in ticket while executing rule might showing some error. 


As per snap looks asking for permission and its given: -



pls suggest closing this one as well, it will be great help.

Thanks 

Mahesh Yadav

[Tomislav Tobijas]

@Mahesh Yadav by the looks of it, you could be missing the transition from "Closed" status to "Reopened". You will need to share the issue workflow in order to assist you further.

[Mahesh Yadav]

pls find the service workflow 

I'm using default workflow for incident and service both


Note - In "transition the issue" in place of reopen status i have checked by "work is progress" status .

[Tomislav Tobijas]

There are two issues here:

1. Guessing the bottom 'green' status is named "Closed" (it isn't visible on the screenshot)
2. You don't have "Reopened" status on your workflow

So, you need to edit the workflow first in order to proceed with automation. Just for 'demo' purpose, I would suggest creating transition from status "Closed" to "Waiting for support". (don't forget to publish the workflow once you add this transition)

Next, you would need to change the automation rule so it transitions the issue to the status "Waiting for support" instead of "Reopened".

⚠️Basically, inside automation, you can use/select any status that exists on your site, but in order for automation to work as expeted, you would need to adjust your workflow accordingly.

[Mahesh Yadav]

Hi @Tomislav Tobijas ,

Thank you so much for your kind support 

Added workflow close to waiting for support now able to move the ticket when commenting on ticket.

*Hope this will applicable when commenting on ticket via support mail id?

*Please let me know where I can see no of days in how many days ticket will re-open - If commenting on a ticket it will reopen it within 7 days; otherwise, a new ticket will be created.

[Mahesh Yadav]

I mean if anyone is commenting on ticket within 7 days the same ticket should be reopen if commenting after 7 days a new ticket should be create with same subject.

[Tomislav Tobijas]

Hi @Mahesh Yadav ,

Hope this will applicable when commenting on ticket via support mail id?

Yes, this will work when customers comment via email as well.

---

Please let me know where I can see no of days in how many days ticket will re-open

For this part, please refer to the following comment: https://community.atlassian.com/t5/Jira-Service-Management/Re-Re-Auto-close-ticket-if-no-response-in-7-days-and-re/qaq-p/2845866/comment-id/184720#M184720

As stated, my previous reply was just for demo purposes.

Basically, the process would look something like this:

• "Resolved" would be the status from which the ticket can be reopened
• "Closed" is the final status from which the ticket cannot be reopened
• There are two automation rules (as described above) that transition ticket upon commenting and check if the request was updated within the last 7 days

Hope this helps.

[Mahesh Yadav]

Hi @Tomislav Tobijas ,

I'm currently want close to wait for support for reopening rule.

As per below snap where will the condition have to be applied if applied where can I see the condition.

Do i need to add in If condition or in transition? Boz I tested for one of ticket when commenting the ticket creating instantly, so I need when ticket will reopen pls share snap where i can see or share condition pls.

[Tomislav Tobijas]

Can you please clarify what exactly is your question or issue here? I want to ensure I'm understanding it correctly.

Regarding the scenario you mentioned, you can’t directly add a condition like 'if the ticket has been commented for 7 days then reopen the ticket, if not, create a new ticket' without a more in-depth understanding of Jira and Automation capabilities. While it's possible to achieve that with some advanced configurations, it involves building automation rules with more complex logic, which may take some time to get familiar with.

Since it sounds like you're still getting used to these concepts, I recommend checking out Atlassian University for structured learning on Jira, especially its automation capabilities. Also, Support Documentation provides detailed step-by-step guides for most use cases. Finally, if you’re looking for more personalized help, turning to Solution and Training Partners might give you the hands-on guidance you need for your specific requirements.

[Mahesh Yadav]

hi @Tomislav Tobijas ,

My question Is:-

I received 1 ticket and checked as per process, once issue resolved i have closed the ticket if after 3- or 4-days customer getting same issue and customer commenting on exiting closed ticket the ticket should be reopen or should go in work in progress status as per workflow, if customer commenting on same ticket after 7 days the new ticket should be created with same subject.

[Tomislav Tobijas]

Based on the discussion above, you would need to modify your process a bit:

1. once issue resolved i have closed the ticket > do not "close" the ticket, just send it to the status "Resolved". By doing so, if the customer replies to a ticket, automation can 'reopen' the ticket and transition it to another status. So here, you would have workflow as visualized in this reply.
2. after 7 days, another automation will transition the ticket from "Resolved" to "Closed". As "Closed" is the end status, the ticket cannot be reopened.
3. if a customer comments on a ticket that is in "Closed" status, you could create additional automation would would, for example, clone an existing ticket into a new one, with the same summary, description...

The process explained above is, I would say, the 'standard' one. This means you'll probably see the mentioned example in standard and best practices process solutions. Again, you can always modify it by your own preference.

[Mahesh Yadav]

thank you so much @Tomislav Tobijas  for the support and suggestion