Unable to add some system rules in Jira Automation
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
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 categorised under "In Progress" status category
Similarly for the other rule When 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 categorised under "To Do" status category
Once you have made the changes above,
Go to Project settings > Automation
Select … > Add system rules
- 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.