Closing Tickets on SLA

[David Gage]

Is there a way to automate closing a ticket that's been sitting for a designated amount of time?  I was thinking I could set a rule with the SLA but either it can't be done or I don't know what I'm doing (the most likely).  

Would anybody have any suggestions?

Further Detail:

So we have a Project queue where we store our automated system alerts (just called System Alerts) from some of our servers such as antivirus or file storage.  We generate about 5 - 7 messages a day from our file storage servers, mostly that have little information to act on (eg - "FileStorage1@...com: Status: Running Normally").  Although I have to keep them for compliance purposes, I would like to have them there go to Status:Close after 7 days since if there's a problem, we would already know about it due to the nature of the system.

[LarryBrock · Accepted solution]

Hi @David Gage!

The Automation rules in Jira Service Desk can perform this function for you. The documentation is here:

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html#

If you need more horsepower for automated actions, the Automation for Jira add-on is great.

Hope this answer helps and if so, please consider clicking the "Accept answer" button so others benefit from the "answered" flag in search results - thanks!

~~Larry Brock

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi David,

For OOB Service Desk, we created a "Time to close" SLA. So it starts when an issue moves to a specific status.  In our case "Awaiting confirmation".  The SLA Goal is 2 weeks.  In 2 weeks, this Time to close breaches. We use the Service desk automation rule, triggered on the breach of that SLA to transition to close.  Works perfectly

Hope that helps

Susan

[David Gage]

Susan,

   Thank you for the advice.  Here's what I've got, if you can let me know if it looks right.

SLA (Time to Close)

• Start = Status Pending
• Pause On = Entered Status: Work in progress (this is just in case we actually need to do something for it
• Stop = Entered Status: Closed
• Goals
  
  • Issue: reporter = "system@...com"
  • Goal: 168h (wasn't sure if I could actually put a number of days [7d 0h 0m])
  • Calendar: Default 24/7 calendar

Automation (SLA Resolution)

• When: SLA time remaining: Time to resolution is breached
• If: Issue matched reporter in ("system@...com")
• Then: Transition issue: Resolve 

Now just waiting for something to happen.

Thanx,

David Gage