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, 

  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.


Last modified on Aug 22, 2024

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