Have a ticket transition at a specified date?

[Brandon Lawler]

We use Jira Service Desk Cloud. We want to give our HR department the ability to preload teammate new/change/term requests with our portal before action is required, and have the tickets automatically transition to "Open" on a specified date.

For example, suppose a user needs to lose access to a system on March 1st, and this system must be modified same-day. We want HR to be able to put in a ticket for the change in February, designate it to trigger on 3/1, then the ticket sit in a "pending" status that doesn't run the SLA timer. On 3/1, we want it to automatically transition to "Open" with an urgent SLA.

Is this possible?

[Petter Gonçalves · Accepted solution]

Hello Brandon,

You can use the plugin Automation for JIRA Cloud to achieve this matter. This plugin will not have any costs for you since it allows 300 free executions per month and you will not need more than 31 - I will explain it better with the detailed steps:

- Configure the first status of your workflow to be pending, where the SLA timer is not running, followed by the Status Open where the urgent SLA start running.

- Create a custom date/time field to receive the date where the issue should be transferred from pending to Open 

- Schedule an automation rule to be triggered once in a day, which will check what issues have breached the date configured in your custom date field and transition to Open. 

P.S: In my site, I used the due date to check the date which it should be transitioned and the status To-Do as the destination one, just to confirm that the rule works :)

Let me know if this option works for you.

[Brandon Lawler]

This looks great, I'm digging through the plugin documentation now and this is exactly what I was after. You guys rock!

[Petter Gonçalves]

You are welcome, Brandon!

Have a nice day and let us know if you find any questions about the plugin.