Query for tickets auto-closed due to inactivity

[Chris Thomas]

Our business leaders are concerned about critical tickets that have auto-closed due to inactivity. Has anyone come up with a query that lets you search specifically for auto-closed tickets, as in, tickets that have closed due to inactivity, by JIRA automation?

Thank you,

Chris 

[Lisa Forstberg]

Hi @Chris Thomas ,

Welcome to the community!

In my environment we use an SLA to count down to autoclose.  Upon breaching this SLA the automation to close it is triggered. So querying on... 

"SLA NAME" = breached() AND resolution is not EMPTY AND priority = Critical

...means that I get a list of critical tickets that have been "autoclosed".

But if business leaders are concerned about autoclosing critical incidents maybe they should be exempt by the SLA or the automation? 

all the best

Lisa

[Chris Thomas]

Thanks @Lisa Forstberg !

The business leaders aren't directly assigned the incidents but would like some oversight. We've had a large volume of incidents in recent months and it's possible some are getting lost in the mix. 

Thank you for the info on how you determine when to autoclose. I'm not sure if this solution would work for our configuration but I'll pass this on to our Jira admin as another potential option. 

Thanks for your help!

[Lisa Forstberg]

Aha, creating a dashboard for your management to list the autoclosed tickets is a good start! Just find out together with your Jira admin how to identify if the ticket is autoclosed.

Good luck!

/L

[Manoj Gangwar]

Hi @Chris Thomas welcome to the community! 

If you know that the automation user is the one adding the comment, you can combine the comment search with filtering for the automation user who added it:

status = Closed AND comment ~ "auto-closed" AND commentBy = automationuser()

commentBy = automationuser(): Filters to comments made by the automation user.

Searches for issues that have comments containing the phrase "auto-closed due to inactivity". Change this phrase to match what your automation rule uses.

[Chris Thomas]

Thanks @Manoj Gangwar! 

I tried this out but ran into some issues, possibly due to my Jira permissions. I've passed this info along to our Jira admin for help.

I appreciate the response!

[Jeff Odigie]

Hi @Manoj Gangwar , thank you. I am also having issues running this filter. Any other suggestions.