How can i close issues automatically when they passed 5days on waiting for customer statut ?

[Jira Xpi Support]

I want to automatically close issues which have more than 5days in waiting for customer statut and send notification to client before closing the issue thanks

[Petter Gonçalves]

Hello,

Thank you for raising this question.

To perform the functionality you need, you must perform the following steps in JIRA Service Desk:

1 - Configure an SLA rule that:

* Will start when the issue is transitioned to "Waiting for Customer";

* Will Stop when the issue is transitioned from "Waiting for Customer";

* The target is 5 days;

2 - Configure Two Automation rules:

* To notify you when the SLA has reached a determined time (60 min or 30 min before it's breached)

P.S: The SLA Automation conditions have the options with 60 minutes or 30 minutes before it's breached, however, you can configure other SLA rules with less time to send the notifications when it's breached if you want.

* To transition the issue to Close when the SLA is breached

Please, Let me know if this is the functionality you are looking for.

[Jira Xpi Support]

Hi,

thank you for you response i just wanna create a SLA rule but i didn't find it

[Jira Xpi Support]

I already make a rule but i think it didn't respond to my needs

[Petter Gonçalves]

Hello,

Thank you for letting us know that you are using the Add-on Automation for JIRA.

The rule you created will not work indeed, because it only triggers when the issue is transitioned, so it will never match the condition updated <-3d because the issue will be updated just before the rule is executed.

For the functionality you are looking for, I would recommend you to use the default Automation of Service Desk as I mentioned before since there are no triggers on the Add-on for SLA.

Additionally, you can create a scheduled rule that executes every 10 min and verifies if the SLA has breached a specific time (See print below), however, it will trigger a lot of executions which I think is not necessary, once the own Service Desk has this functionality built-in in a better way.

Please, let me know if one of the options above works for you.

[Jira Xpi Support]

Hello,

Thank you for your reply I just want when the issue is transitioned to waiting for feedback or In test and stay there 3 days with no activity it must be closed automatically with comment thats why i tried this rule and when i check the ticket that i moved to waiting for feedback it gives that msg 

i didnt understand the rule that u gave me