Auto cancel a ticket in absence of customer response in Jira service desk cloud

[Sunil Yadav]

Hi All,

I need to create an Automation rule to perform following action:
1)When a ticket is in Pending stage and customer does not reply within 5 working days,
then ticket should be auto cancelled from service desk.

Please help me achieve this without using any plug in. 

[Jack Brickey · Accepted solution]

Hi Sunil,

the way to do this is to set up an SLA. Here is an snapshot of something similar I have set up. The first image is for the SLA and the second is for the Automation. Hope it helps. Please note that here I am using the original OOTB Automation not the recent A4J Project Automation.

[Sunil Yadav]

This works !
Thanks a lot for the quick help :)