Unable to add some system rules in Jira Automation

Summary

Some projects are missing the system rules "When a comment is added → update the status" and "When a customer comments on a closed request → reopen the request." Even if these projects were copied from existing projects where these rules are present, there is a possibility that the rules were not carried over.

Environment

Jira Service Management Cloud

Solution

There are a few conditions that needs to be met for the rule When a comment is added → update the status to be successfully created. These conditions include:

• The project is classified as a JSM project.

• The project's workflow(s) include the specific "Waiting for Customer/Support" statuses.

• These statuses must be categorized under "In Progress" status category.

Similarly for the other ruleWhen a customer comments on a closed request → then reopen the request to be successfully created, the following conditions have to be met:

• The project is classified as a JSM project.

• The project's workflow(s) include the specific status "Reopened."

• This status must be categorized under "To Do" status category.

Once you have made the changes above, 

1. Go to Project settings > Automation.

2. Select … > Add system rules.

3. You will see these rules showing up to be added to the project.

Reference article to Add a status to a workflow

Reference article to Update a project's workflow

In case of any questions, feel free to contact Atlassian support.