More flexible automation rules

[Sam Dean]

Hi, I'm having problems with automation rules in service desk. For example, I wanted to transition an issue when the status was a particular status and the client made a comment, but there didn't appear to be any option to do this. I thought that perhaps there would be an ability to run a rule from another rule, but I couldn't find any ability to do this either (even though the rule setting says "Allow other rules to trigger this rule").

I vividly remember seeing a more advanced and flexible IF / WHEN / THEN functionality a few months ago, but now I can't find it and I'm stuck up a certain kind of unpleasant creek without a paddle. Please help me!

[Taranjeet Singh · Accepted solution]

@Sam Dean The rule you are trying to create is possible via JIRA Service Desk Automation Rules feature.

Can you elaborate what your exact issue is? Is it not able to create the required rule? or Is it not able to find the "Automation" option in JIRA Service Desk project?

The following documentation can help you on how to configure automation rules in JIRA Service Desk:

https://confluence.atlassian.com/servicedeskserver/automating-your-service-desk-939926334.html

You can use "Transition on comment" automation rule template and modify it as per your needs.

Let me know if there is something specific you need help with?

[Sam Dean]

Sorry, maybe I'm over-complicating things here...

If the rule says that "If the client makes a comment, then transition the issue (via a certain transition)" does this imply, because of the nature of how the work flows, that it would only transition the issue if it was at the appropriate stage of the workflow? In other words, if my transition is only applicable at one status in my workflow, then if the comment was received and the status was inappropriate, then it wouldn't transition, because it isn't at the correct position on the workflow. Right?

[Taranjeet Singh]

Yes, your thinking is correct. Required Workflow Transition on an issue will only occur based on what conditions you have set in the Transition automation rule and whether the issue is at the right Workflow Status (that contains that outgoing transition).

The use of JQL can help you in creating and customizing your conditions in your Automation rules very easily.

Let me know if there is something specific you need help with.