Close ticket after 3 'Business Days' with no customer comment

[Ste404]

Hi there,

I have an automation that runs daily and leverages this JQL  "status = "Waiting for customer" and updated < -3d"

What I would like though is to only check on business days and not include weekend days.

Not sure how to build a calendar check in with this one or should I be putting a specific customer SLA in place to close off the ticket if they breach 3 days and use the calendar that way if possible?

ta

[Olha Onofriichuk_SaaSJet]

Hi, @Ste404 

I would recommend you to try an SLA plugin which will make this action fast and easy. For example, in SLA Time and Report for Jira add-on you can set up this process via SLA Manager by just creating a new SLA Configuration, where you need to:

• Choose your work schedule or create a new calendar to make sure the SLA timer will count only business days (during your working hours):
  
• Define time measurement conditions. In your case, the start condition will be "Waiting for customer" status and "Closed" status as the stop condition.
• Set a time goal. If you want it to be 3 business days with 8-hour work days, then it's supposed to be 3x8 = 24h.
  And choose the "Change the status to" action, then select the "Closed" status.
  
  
  

That's it! If you follow the steps from above, you'll achieve your goal and your ticket will be closed after 3 'Business Days' with no customer comment. 

And you need more information or help with setting it up, just let me know. Will be glad to help you figure it out. 

P.S. You can install SLA Time and Report for Jira and try it, and my SaaSJet team can conduct a free demo call for you. 

Regards, 
Olha

[Tansu Akdeniz]

Hi @Ste404 

SLA will definitely solve your issue.

• Create an SLA (ex; Time to response from customer) and use calendar 5/8 (only weekdays).
• Configure SLA to count only in Waiting for Customer status and give target - 3 days
• Go to automation and use SLA threshold breached trigger. Then transition issue.

[Paul Wiggers]

This is the way to go, there is no need for additional plugins

[Ste404]

Thanks for the input, I think I am on the right track here - how does this look?

(18h was just my testing)

[Tansu Akdeniz]

That's fine. It seems you give 2 working days as a target (2x9).

Now you can configure similar automation: