Is it possible to create an automation to transition tickets after X time in the same status?

[Javier Peraita]

Hello!
We are preparing an automation for a project. We want all issues that have been in the "Waiting for Customer" status for more than 7 days to transition to the "Canceled" status.
For this we have created this automation scheduled every day at 10:30 but it is not transitioning the issues that are more than 7 days old.
Does anyone know if the JQL code is wrong and how to correct it?

Thanks!

[John Funk · Accepted solution]

Hi Javier,

Did you click on the Validate Query link to make sure that it is returning issues that you think should be transitioned?

If so and that looks correct, then is the rule running and not finding anything? Or are you getting an error? What does the Audit log say?

[Javier Peraita]

When checking the Validate Query link the issues that appeared were not correct. There were issues in other Statuses like "Resolved", "Canceled", "To do", etc.

I changed the code to this one and the Validate Query link seems correct now (changes in bold). Does this make sense now?:

status = "Waiting for customer" AND status changed to "Waiting for customer" before -7d

Thank you so much @John Funk 

[John Funk]

Yes, that looks good. Are the issues that show up on the validate look like they ones that should be there? 

[Javier Peraita]

Yes!!!

[John Funk]

Well, you can then go ahead and click Run the rule and see if it moves them.  :-)