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You can now trigger Automation rules from Jira Service Management’s virtual service agent!

Srini Chakravarthy

Hello Atlassian Community! 👋

We're thrilled to announce a new feature in Jira Service Management’s virtual service agent that will supercharge help seeker experience and issue deflection: you can now connect Automation rules to conversation flows. This means you can perform actions across Atlassian products seamlessly – right from your conversation flows!

How does it work?

Set up an Automation rule with the Conversation Flow Step trigger: The Conversation Flow Step trigger is designed to trigger automation rules from the virtual service agent.
Configure fields you want to pass from virtual agent to the rule: The Conversation Flow Step trigger allows you to configure the name and type of data that will be passed in the trigger and use them as smart values

Screenshot 2025-03-28 at 6.59.38 PM.png

Connect to the Automation rule in the Virtual Service Agent intent flow: You can connect to the Automation rule with the Run Automation Rule node in the virtual service agent intent flow builder. In this node, you can select your rule from a drop down list of all rules that have a Conversation Flow trigger.
Configure the fields you want to pass from the intent flow: When you select a rule, you will be prompted to enter values for the fields configured in the rule. You can set default values or pass values from custom fields or variables here.

Screenshot 2025-03-28 at 7.05.05 PM.png

That's it, you're good to go! When the intent is live, data from conversations can be passed to trigger the automation rule

Find out more on how to get started with Automation and the virtual service agent.

We can't wait for you to try it out and hear your feedback!

Feel free to share your experiences and feedback in the comments below. We’re excited to hear how this new feature is helping you streamline your workflows!

Cheers,
The Atlassian Team

Comments

Tomislav Tobijas

Nice one @Srini Chakravarthy !

I'm guessing this is not only available on Enterprise plans but for Premium as well.

Josh

This feature is a great add to the VSA functionality!

Srini Chakravarthy

Hi! Yes, that's right. The JSM Virtual Service Agent, and this integration, is available for both Premium and Enterprise customers.

Kelly Jennings

We were excited about this feature until we tried it and realized it had a major flaw: Why is there no functionality to pass data back to the intent flow from the automation rule? By excluding that possibility, you're seriously hampering the usefulness of this cool feature.

Phong Nguyen - Atlassian Solutions Engineer

Great feature!
Btw it should be nicer if we can not only use variables "pass from the intent flow"but also "pass variables from the automation result back to the intent flow", we can't ensure the automation execution is successful or not, and we might need some response data from the automation like the created ticket links or even better, the Rovo AI response.

恩田翔

I agree with Kelly.
Without the ability to pass return values to the virtual service agent,
it would be impossible to interactively ask questions to the user and communicate the results of the automation.

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