6. Create and update automation rules

Automation rules will do the repetitive tasks for you and make sure your change requests behave as they should. The rules you’ll create will do the following actions:

  • Determine and assign the proper change risk

  • Calculate the priority

  • Escalate Emergency changes

  • Auto-approve Standard changes

Create automation rules

  1. Open your project.

  2. Go to Project settings > Automation.

  3. Select Add rule and choose Custom rule.

  4. Add the following rules:

Rule 1: Determine risk based on affected object’s importance

This rule will check the value of the Importance attribute of the affected Insight object and adjust the change risk accordingly. For example, if the object’s importance is Critical, the risk will be set to Critical, and if it’s High – the risk will be set to High as well.


When...If...Then...
Trigger: Issue created


Condition: Issue matches

Advanced query:

issuetype = Change AND "Affected object" in iqlFunction("Importance = \"Critical\"")



Action: Edit issue

Field: Change risk

Replace with value: Critical

Else if...Then...

Condition: Issue matches

Advanced query:

issuetype = Change AND "Affected object" in iqlFunction("Importance = \"High\"")



Action: Edit issue

Field: Change risk

Replace with value: High

Else if...Then...

Condition: Issue matches

Advanced query:

issuetype = Change AND "Affected object" in iqlFunction("Importance = \"Medium\"")



Action: Edit issue

Field: Change risk

Replace with value: Medium

Else if...Then...

Condition: Issue matches

Advanced query:

issuetype = Change AND "Affected object" in iqlFunction("Importance = \"Low\"")



Action: Edit issue

Field: Change risk

Replace with value: Low

Rule 2: Calculate priority based on change’s impact and urgency

This rule will check the values of the Impact and Urgency fields of the change and update the priority accordingly.

When...If...Then...
Trigger: Issue created


Condition: Issue matches

Advanced query:

issuetype = Change AND (Impact = "Extensive / Widespread" AND Urgency in (High,Critical)) OR (Impact = "Significant / Large" AND Urgency = Critical)

Action: Edit issue

Field: Priority

Replace with value: Critical

Else if...Then...

Condition: Issue matches

Advanced query:

issuetype = Change AND (Impact = "Moderate / Limited" AND Urgency = Critical) OR (Impact = "Significant / Large" AND Urgency = High) OR (Impact = "Extensive / Widespread" AND Urgency = Medium)

Action: Edit issue

Field: Priority

Replace with value: High

Else if...Then...

Condition: Issue matches

Advanced query:

issuetype = Change AND (Impact = "Minor / Localized" AND Urgency = Critical) OR (Impact = "Moderate / Limited" AND Urgency in (High, Medium)) OR (Impact = "Significant / Large" AND Urgency = Medium) OR (Impact = "Extensive / Widespread" AND Urgency = Low)

Action: Edit issue

Field: Priority

Replace with value: Medium

Else if...Then...

Condition: Issue matches

Advanced query:

issuetype = Change AND (Impact = "Minor / Localized" AND Urgency in (High, Medium, Low)) OR (Impact in ("Moderate / Limited", "Significant / Large") AND Urgency = Low)


Action: Edit issue

Field: Priority

Replace with value: Low

Rule 3: Escalate emergency changes

This rule will transition Emergency changes right to the Implementation status on the workflow. Also, a public comment about it will be added.

When...If...Then...
Trigger: Issue created

Condition: Issue matches

Advanced query:

issuetype = Change AND "Change type" = Emergency


Action: Transition issue

Transition: Emergency override


Action: Add comment

Comment text:

This is an automated message to tell you that your request has been transitioned to Implementing.

Comment type: Public


Other automation rules

You can also set up other automation rules to manage your changes. For example:

  • When a change request is created, comment on the issue to make sure that change type and risk are captured.
  • When time limit is up, remind change reviewers or approvers of their pending approvals to ensure timely changes.
When...If...Then...

Trigger: SLA threshold breached 

Event: Time to approve normal change SLA has breached

Condition: Issue matches

Advanced query:

status = “Awaiting CAB approval” AND issueType = Change

Action: Add comment

Comment text:

CAB members, we're trying to complete the change review cycle in a timely manner. If you haven't already, please review it today.

Comment type: Public

Update existing automation rules

Edit the following rule to make it work with the new workflow.

Rule: Auto-approve standard changes

With these updates, Standard changes will be automatically approved and transitioned to the Implementing status. Also, a public comment about it will be added.

When...If...Then...
Trigger: Issue created

Condition: Issue matches

Advanced query:

issuetype = Change AND "Change type" = Standard





Action: Transition issue

Transition: Ready for implementation

Action: Auto approve/decline

Answer: Approve

Action: Add comment

Comment text:

This is an automated message to tell you that your request has been pre-approved.

Comment type: Public

Next steps

When you’re ready, go to 7. Set up a calendar to coordinate your changes.

Last modified on Jul 12, 2024

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