What’s new for Automation in Jira Service Management - January 2026

[#1]

Hi Community!

We’re ringing in the new year with a big boost to automation in Jira Service Management! This update brings a new Conditional Branching control to simplify complex workflows, a flexible new “Continue when” control that pauses automation until a third‑party system calls back, and several new cloud connectors and actions across AWS, Google Cloud, Azure, and Oracle to help you orchestrate even more of your infrastructure and app stack directly from Jira Service Management.

Whether you’re routing incidents based on severity, automating cloud changes, or standardizing approval flows, these enhancements give you finer control over how your workflows run and where they reach. Read on to learn what’s new!

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Workflow controls

⭐ Conditional Branching (Switch Case)

Available in Premium and Enterprise editions

The new Conditional Branching component (sometimes called Switch Case or branch with condition) lets you evaluate a single value and route your automation down multiple possible paths—without stacking nested if/else blocks.

Instead of building long, hard-to-maintain chains of conditions, you can now:

• Add a Conditional Branch to the main path of your automation, or inside a Run all at once (parallel) branch
• Configure up to two branches (plus a Default branch) for different outcomes
• Name or rename branches to match your business logic (for example, “P1 Critical”, “P2 Major”, “P3 Minor”)
• Attach up to 32 conditions per branch with AND logic
• Add Actions, Conditions, For each, and advanced components like Delay or Retry inside each branch

Behind the scenes, the audit log makes it clear which branch ran, so you can understand at a glance how your rule executed and which path was taken.

How it helps

Incident management

• Route incidents to different playbooks based on priority, affected service, or region
• Send P1 incidents through a high-touch sequence (paging on-call, posting to a war-room channel, updating Statuspage) while P3 incidents follow a lighter, automated path
• Standardize escalations: for example, send security-related incidents to your security team, infrastructure issues to your platform team, and application bugs to the relevant product squad

Service request & HR workflows

• Route access requests based on application or department (HR vs. Finance vs. Engineering)
• Drive HR onboarding down different branches depending on location, role, or employment type (full-time, contractor, intern), each with its own provisioning and approvals
• Handle change requests differently for low, medium, and high risk, with tailored approval steps and communication paths

⏸️ “Continue when” for third‑party events

Available in Premium and Enterprise editions

We’re also extending the “Delay until” (Continue when) control so your automations can pause and resume based on webhook updates, not just changes to Jira issues or alerts. Instead of breaking these flows into multiple smaller rules with separate incoming webhook triggers, you can keep everything in one orchestrated automation, react instantly to real‑time events, and avoid fixed wait times.

This means you can now design long‑running workflows that wait for an external system to signal “I’m done” before moving on—for example:

• Pause an incident playbook until a monitoring tool like Splunk or Datadog sends a “recovered” alert
• Stop after creating a Jenkins deployment job and only resume once Jenkins posts a callback
• Hold a provisioning workflow until your cloud provider confirms a VM or resource is fully ready

Long‑running waits (up to 90 days)

Continue when can now pause for up to 90 days, so you can safely use it for long‑running workflows like HR onboarding, vendor onboarding, and other processes that naturally span weeks or months.

🌐 New cloud connectors & actions

As part of our broader effort to expand no-code integrations, we’re also rolling out new spokes and actions that enables Jira Service Management to talk directly to more of your infrastructure and identity tools.

Available in Standard, Premium, and Enterprise editions

Amazon DynamoDB

Use DynamoDB actions to power data-driven automation, such as:

• Looking up configuration or ownership data tied to an incident
• Reading or writing small state objects to coordinate long-running workflows
• Logging automation decisions to a centralized DynamoDB table for reporting
• Combined with Conditional Branching, you can evaluate data returned from DynamoDB—then route your workflow to the appropriate branch.

AWS CloudFormation

Tie your change workflows directly to CloudFormation stacks:

• Trigger change approvals and rollback playbooks when a CloudFormation deployment fails
• Retrieve stack status or metadata, then decide next steps via Conditional Branching (e.g., retry, rollback, or escalate)
• Standardize how your service teams interact with infrastructure as code during incidents and planned changes

AWS Lambda

Use AWS Lambda within automation to:

• Run custom remediation or diagnostic scripts in response to incidents
• Execute environment-specific logic (for example, production vs. staging) without exposing those details to every rule
• Send results back into your automation rule to decide whether a branch should continue or escalate

This pairs especially well with Loop Until and Delay Until (from previous releases), allowing you to run a Lambda, wait, then loop based on updated state.

AWS IAM

Connect automation with AWS IAM to strengthen access and identity operations:

• Validate whether accounts or roles are correctly configured when incidents are raised
• Automatically log or remediate misconfigurations as part of runbooks
• Support security reviews by surfacing relevant IAM data in Jira issues or comments

AWS Certificate Manager

With Certificate Manager actions, you can:

• Monitor certificate status as part of uptime / reliability playbooks
• Create automation that notifies or logs tickets ahead of certificate expiry
• Tie certificate events back into Jira Service Management for tracking and audit

Amazon Elastic Load Balancer

Integrate Elastic Load Balancer (ELB) with your incident and operations workflows:

• Fetch ELB health or configuration data when a service degradation is detected
• Enrich incidents with ELB metrics or node status to speed up triage
• Drive branch logic based on which load balancer or target group is impacted

Google Cloud DNS

Connect Google Cloud DNS to Jira Service Management to support:

• DNS incident workflows that check or update records as part of remediation
• Automated enrichment: pull relevant DNS information into Jira issues when outages are detected
• Coordinated change workflows, where DNS updates are paired with application and infrastructure changes

Azure DevOps

Use Azure DevOps actions to close the loop between development work and service operations:

• Link CI/CD pipeline or work item events back to Jira issues and JSM incidents
• Coordinate rollbacks or hotfix deployments when a critical incident is raised
• Keep service teams updated with the latest deployment details and statuses from Azure DevOps

This builds on earlier Azure spokes (like pipelines and resource management) to give you broader coverage across your Azure ecosystem.

Oracle IAM

With Oracle IAM support, you can:

• Orchestrate user lifecycle events across multiple identity providers (for example, Entra ID plus Oracle IAM)
• Automate access changes triggered by HR or IT events in Jira Service Management
• Centralize approvals in JSM, then call out to Oracle IAM to execute the change

This is particularly helpful for enterprises running hybrid or multi-IdP environments who want a single front door for access requests and approvals.

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With these updates—Conditional Branching, Continue When for 3P events, and expanded cloud connectors—you can now build a more powerful orchestration layer for your tools, teams, and environments using automation in Jira Service Management. We hope these new features empower you to deliver exceptional service experiences for your customers.

For any specific questions or feedback, you can book time with an Atlassian product expert using this link: https://calendar.app.google/FahhogE8rC2FAogD9

[Bill Sheboy]

Hi @Jack Yu 

Thank you for this information.  I have a question, and a suggestion:

At which license levels will this new condition type be available: free, standard, premium, or enterprise?

As a suggestion, when posting articles with new features, please include at the top of the article the impacted products and license levels, and tag the article with those levels.  This saves customers time as they can skip reading content which is at levels far outside what they are using.

Thanks again, and kind regards,
Bill

[Jack Yu]

@Bill Sheboy Thanks for your question and feedback! The new conditional branching feature is available in Premium and Enterprise licenses.

We've also updated the article to indicate which editions are needed to access the features and will make sure that future articles will include that information as well.