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What is the ZohoDesk macro equivalent in Jira service management?

Someshwaran

Macro in Zohodesk helps us to close and label tickets by clicking a single button. For example, if we confirm the incident, it is a false positive. We have to select the false positive in the list of macros we configured. Once clicked, the ticket will be labelled as a false positive, and it will be closed and removed from the open ticket queue.

Accepted answers

Joseph Chung Yin

@Someshwaran -

Welcome to the community. In JSM, closing an issue by agents are typically done by them using the WF transition to close out the issue - thus remove it from the queue.

However, you can also create automation rule to be triggered by issue's field value change event and transition the issue to closed via action setup.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Someshwaran -

Welcome to the community. In JSM, closing an issue by agents are typically done by them using the WF transition to close out the issue - thus remove it from the queue.

However, you can also create automation rule to be triggered by issue's field value change event and transition the issue to closed via action setup.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Joseph Chung Yin

@Someshwaran -

Here are some reference links on Automation for Jira for you to dive in and learn about this excellent functionality -

Jira Automation - https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Automation Scheduled trigger event - https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Scheduled

Automation Actions - https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/

Automation Templates - https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

Smarvalues for Issues - https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

How to debug/test automation rules - https://support.atlassian.com/cloud-automation/docs/debug-an-automation-rule/

Hope this also helps.

Best, Joseph

Brant Schroeder

@Someshwaran Welcome to the Atlassian community

I agree with @Joseph Chung Yin The easiest way to implement this is to just add an additional workflow transition. You could even have a transition screen if you would like additional information to be added when closed or you can just set the information when the transition takes place.

Like @Joseph Chung Yin said you could use automation as well but I think a simple workflow transition would be the easiest to implement and maintain.

Joseph Chung Yin

@Brant Schroeder -

Thanks for your consciences.

Best, Joseph

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