Purpose

The purpose of this article is to explain how to set up your Jira Service Management so that when your tickets remain in a status for a certain period time, the issues auto-transition to a different status or a notification is sent to customers or agents. 

Solution

1. Access your Service project and choose Project settings > SLAs. 
    
2. Create a new metric for each of the triggers that need to fire an event. For example, if you need an event to warn your customers that an issue is about to close, an another one to automatically close the issue, then create two new metrics. 
    
3. In addition, set the Start and Stop conditions and the goals for each of the metrics accordingly. For example, if you want an issue to auto close after 36 hours without when there is no response from the customer, select the relevant statuses to start and stop the SLA and adjust the hour goal as shown in the example below. Further details on SLAs configuration can be found at Create service level agreements (SLAs) to manage goals.
   
   
   
   
4. Once the metrics are created go to your Project settings > Automation > Legacy Automation. 
   
   

5. Select SLA time remaining as your "When this happens..." condition in the rule. Then select the metric that you created and Breached as the event as shown in the example below. Further information on setting up automation rules can be found at Set up rules to automate repetitive tasks. 

6. To auto-transition the issue, add as the "Then do this..." action and select the transition that you want to trigger. Save the rule afterward.
   
   
   
   
7. The same applies for adding a rule that will notify agents or customers. Just add the appropriate SLA metric in the "When this happens..." condition plus Breached as the event, and select the appropriate action the "Then do this..." condition, for example, add a new comment to the ticket.