Automating your service desk

Create automation rules to perform actions in your service desk based on specific triggers and conditions. For example, you can set an automation rule that alerts an agent when a high-priority issue is created. Or, your service desk can reopen an issue if your customer comments on it after its been resolved.

On this page:

Set up a preset automation rule

To set up an automation rule:

  1. In your service desk project, select Project settings () > Automation.

  2. Select Add rule.
  3. Select a preset rule from the list (see the table below for the available options) and then select Continue. The rule configuration screen appears.
  4. Edit the rule name and description as needed. The rule name appears on the main automation settings page, so changing the name helps you more easily reference what each rule does.
  5. Edit and update any fields that appear in the configuration dialog.
  6. Select Save and you're done.

Your service desk project comes with preset rules that you can use to set up automation. Here are the preset rules that come out-of-the-box to help your team and your customers:

Rule template
What automation does
Comment updates reply status

Updates the status of an issue after someone comments to:

  • Waiting on Support when a customer comments
  • Waiting on Customer when your team comments

Comment reopens issue

Reopens a closed issue when a customer comments on a resolved issue
Urgent issue alert Alerts a member of your team via an @mention in a comment when a customer submits an urgent request
At-risk SLA alert Alerts an agent with an @mention in a comment when an issue is about to breach one of your SLAs
Close resolved issue Closes an issue and alerts the customer when an issue has been resolved for 10 days
Update Jira linked issues Adds an update in the comment of linked issues in the same project or in other projects on the same instance when an issue status is transitioned
Triage email requests Assigns a request type to issues sent via email by analyzing keywords from the email subject line
Prompt customer for comment Sends a reminder to a customer with an @mention in a comment when an issue has been in the status Waiting for customer for 5 days

Edit preset automation rules

To edit a preset rule:

  1. Click on the name of the rule under Rules in this project. The rule configuration screen will appear.
  2. Edit the fields for When this happens...If these match..., and Then do this... to change your rule's trigger, conditions or resulting actions. Use Tips for customizing this rule for suggestions on what to enter in these fields. You can edit the rule name and description as well.
  3. If you change the rule, be sure to click Save to confirm your edits.

Create a custom automation rule

To create a custom automation rule:

  1. In your service desk project, select Project settings () > Automation.

  2. Select Add rule.
  3. Select Custom rule from the list and then select Continue. The rule configuration screen appears.
  4. Configure your rule by selecting and defining the fields under the sections When this happens..., If these match..., and Then do this... fields. 
  5. You can add an optional Otherwise, if these match... set of conditions and associated actions (Then do this...) by selecting Add Branch. See the table below for the available options.
  6. Select Save and you're all set.

Here are the rule sets that are supported in the automation engine:

When this happens... If these match... / Otherwise, if these match... Then do this...
Comment added
  • Issue matches a certain filter
  • Comment visibility is internal or external
  • User type is a customer or agent
  • Comment contains a key phrase
  • Comment is primary action and not the consequence of another action (for example, commenting as part of a workflow transition)
  • Transition issue to change its position in the workflow
  • Add comment, either internal or external
  • Alert user to prompt a specific user or users via an @mention
  • Edit request type to change the request type. Be sure your request types are the same issue type before applying this rule.
  • Edit issue to select and change a field in your issue, such as assignee or priority. This affects fields that may not appear in each issue type.
  • Create issue to create an issue either in the current project or in any other project in the same instance.
  • Auto-approve requests that meet certain conditions. Learn more
  • Webhook to send a POST request (see our tutorial)
  • Send email to create an email notification.
Comment edited
  • Issue matches a certain filter
  • Comment visibility is internal or external
  • User type is a customer or agent
  • Comment contains a key phrase
Issue is created
  • Issue matches a certain filter
  • User type is a customer or agent
Issue resolution is changed
  • Issue matches a certain filter
  • User type is a customer or agent
  • Resolution change is either set or cleared
Status changed
  • Issue matches a certain filter
  • User type is a customer or agent
  • Status change visible to customer
A linked issue (on the same Jira site instance) is transitioned
  • Link type matches a certain type of link (for example, is related to or blocks)
  • Issue matches a certain filter
  • Linked issue matches  a certain filter
  • User type is a customer or agent
Participant added to issue
  • Issue matches a certain filter
  • User type is a customer or agent
Organization added to issue
  • Issue matches a certain filter
  • User type is a customer or agent
Approval required
  • Issue matches a certain filter
  • User type is a customer or agent
Approval complete
  • Approval status is set to complete
SLA time remaining
Select the SLA and goal status that triggers the event
  • Issue matches a certain filter
Time in status
  • Issue status matches a filter and has been in that status for a chosen period of time.

Rule options

Choose rule options  () in the rules configuration page to change the behavior of an specific rule rule.

Run rule as: By default, rules run as the person who created the project. Alternatively, you can run rules as the user who triggers the rule. For example, if a rule responds to a customer, then you might want the comment to be from the agent who is working on the request, not from the person who created the project. In this case, you would want to set the Run rule as to User who triggered the rule. Make sure the person you choose has permission to complete all the actions taken by the rule.

To change the default run-as user, go to Automation > Configuration (). Make sure the person you choose has permission to perform all the actions that you might try to automate in all your rules. 

Triggered by other rules: By default, rules can trigger other rules. In some cases, you might need to disable this to prevent two rules from triggering each other infinitely.

Disable an automation rule

To disable an automation rule:

  1. In your service desk project, select Project settings () > Automation.

  2. Click on the title of the rule. The rule configuration screen appears.
  3. Choose rule options  ().
  4. Tick the Disabled checkbox and click Save.

Disabled rules appear in your automation list with a DISABLED badge.

Automation logs

Check the status of your rules by going to ••• > View log:

You'll see a list of all issues that matched the rule's 'when' condition. You can browse chronologically, or search for a specific issue.

Next to an issue, click Show details to see a summary of how the rule was applied. Hover over the status symbols to learn more about why the rule ran or didn't run:

 - the trigger or condition matched, or the action was triggered

 - the condition did not match

 - there was an error 

Last modified on Jun 28, 2018

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