i am trying to create a rule through automation to auto close tickets after a specific time frame

[tara wilding]

i am wanting to create a rule to automatically close tickets that have been in awaiting customer state for 72 hours total, after 48 hours we wish to send the customer an email to let them know that in 24 hours time we will auto close the ticket. i have been searching all over and cannot find the correct JQL query or any info. i am very new to jira and queries so will need a step by step guide im afraid to help me. thanks so much.

[Mikael Sandberg · Accepted solution]

Hi @tara wilding,

Welcome to Atlassian Community!

Have a look at this template rule from the Automation Playground that closes issue that have been inactive for a certain amount of time.

The query in its simplicity would look something like this:

updated < -2d

[Varsha Joshi · Accepted solution]

Hi Tara,

I think this can be achieved by having two automation rules. You have to be a project admin for your project for creating automation rules.

1. To send an email out after 48 hours have passed.

2. To close the issue.

To create automation: 

a. Navigate to Project Settings and then find and click Automation

b. Click on Create Rule

c. For the #1 - add these components and customize. 

Give it a try, hope this helps. 

[tara wilding]

thank you, finally managed it, had to create 4 rules in total to complete the full cycle of what we required.