Closed resolved tickets after 3 days based on Calendar

[Alvin]

Hi Community,

Can someone help me out with this problem? We need to automatically closed a ticket that is resolved for 3 days based on the calendar, (excluding weekends and holidays) 

How can I do that with scriptrunner escalation services ? or can I do that with SLA? 

Thank you!

[Tarun Sapra · Accepted solution]

Hello @Alvin

In the JSD automation rule, as you see here

https://confluence.atlassian.com/servicedeskserver0314/automating-your-service-desk-954240116.html

When SLA time to close resolve issues is breached (after 3 days) then you can add the rule to close the issues.

[Alvin]

Hi @Tarun Sapra, How can I add Calendar that has holidays on it? or is it possible at all?

[Tarun Sapra]

Hello  @Alvin

You can configure Calendar while configuring SLAs

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

[Alvin]

Hi @Tarun Sapra,

I will try your suggestion. Thank you !

[Alvin]

Hi @Tarun Sapra, 

Can you help me out of here, I can do the SLA time and the Calendar,  but I need on the JSD automation rule is to closed the ticket after 3 days . I don't see close ticket after 3 days on automation.

[Payne]

We do so with Escalation Services as follows:

JQL Query: project = SD and status = "Resolved" and ( (updated >= startOfWeek() AND updated <= -48h) OR updated <= -96h)

Interval: 0 0 * ? * MON-FRI

Action: Close

This closes after two days, excluding weekends. I'm not sure how one could account for holidays. But, this will hopefully get you doing down the right track.

[Alvin]

Hi @Payne, 

Is it possible at all to account holidays on this query? Thank you

[Dhananjay Kale]

This worked for me. Thanks Payne.

[felix.weber]

not 100% sure at least avoiding the weekends the default SD automation should help as it should be only "business days" - however I am not sure if Saturday will be counted as business days or how it is calculated e.g. if you are working in Israel

https://support.atlassian.com/jira-service-desk-cloud/docs/auto-close-incidents-after-they-are-resolved/