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Can a service account be used as an actor in Automation rules?

Damien DELIGNIERES_slz81e

Hi everyone,

I'm currently trying to use a service account (recently introduced by Atlassian) as the actor in some of our Jira Service Management automation rules.

The account has:

A JSM agent license
Access to the relevant project(s)

However, it doesn't appear in the list of available actors when editing an automation rule.

I understand from the documentation and community discussions that the account might only become visible after performing an action (e.g., commenting, transitioning an issue).
But since this is a service account, it has no password and cannot log in interactively — so it's impossible to manually trigger such an action.

Is there any workaround or official way to enable a service account to be recognized as an automation actor? Or are service accounts currently not supported for this use case?

Thanks in advance for your help!

Accepted answers

Nikola Perisic

Welcome @Damien DELIGNIERES

I've just tested this out now and no, you cannot add a service account as an actor in the automation rule. However, you can add them to the project.

Yoann LEGRAND_s0mdft

Hi @Damien DELIGNIERES ,

I actually reached out to Atlassian support regarding this limitation, and they confirmed that service accounts cannot currently be selected as automation rule actors. They also created a feature request to address this use case: AUTO-2008.
If anyone else is impacted, I’d recommend voting and watching that ticket to help raise visibility

All comments

Nikola Perisic

Welcome @Damien DELIGNIERES

I've just tested this out now and no, you cannot add a service account as an actor in the automation rule. However, you can add them to the project.

Yoann LEGRAND_s0mdft

Damien DELIGNIERES_slz81e

Thank you Yoann

Damien DELIGNIERES_slz81e

Thank you Nikola

Jeremy Wood

I stumbled upon this post and i am curious what would be the use case for having a service account run an automaton instead of the actor just being "Automation for Jira"?

Jan Stähle

Implementing this feature would be greatly appreciated - it would elegantly eliminate the current arrangement in which the gardener must be entrusted with the keys to the royal vault in order to mow the lawn.

Jamie Spatz

For us, we'd like to be able to comment at customers from something that feels less like automation but is actually automated.

Wonga Somgungqu

@Nikola Petrovic - Do you know if service account created would give 401 error , can it be used for basic auth?

Charlie Misonne

That's a pity.

We use a service account for integrations. And we need to create an actual user with a license just for the automation rules.

Voting for AUTO-2008!

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