Jira Service Management Support

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

Open your project.
Go to Project settings > Automation.
Select Add rule and choose Custom rule.
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

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. (Optional) Set up a calendar to coordinate your changes.

Jira Service Management Support

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