Hi everyone, I’m new to Jira Service Management and currently using the 30-day trial, so I’m trying to understand whether what I’m seeing is expected behaviour or a bug / configuration issue. I’ve created several automation rules (both manually and using the AI automation builder). The rules are: * Enabled * Have the correct project scope * Created while logged in as a JSM admin However, none of these automations appear to be: * Triggering on request issues (customer-created issues via the portal), or * Available/visible when I try to reference them while creating a Playbook This is consistent across all rules, regardless of how they’re created. I’m not 100% confident on the terminology yet, but by “tickets” I mean customer requests / request issues created through the portal. Given my permissions, I would expect to at least see or have these automations applied? Is there something obvious I might be missing (e.g. a trial limitation, request-type scoping, or a setting specific to portal-created issues)? Any guidance would be really appreciated, I’m keen to learn JSM the right way. Thanks in advance!

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Automations not appearing in request issues or Playbooks (30-day JSM trial)

Dan Godsall

Hi everyone,

I’m new to Jira Service Management and currently using the 30-day trial, so I’m trying to understand whether what I’m seeing is expected behaviour or a bug / configuration issue.

I’ve created several automation rules (both manually and using the AI automation builder). The rules are:

Enabled
Have the correct project scope
Created while logged in as a JSM admin

However, none of these automations appear to be:

Triggering on request issues (customer-created issues via the portal), or
Available/visible when I try to reference them while creating a Playbook

This is consistent across all rules, regardless of how they’re created.

I’m not 100% confident on the terminology yet, but by “tickets” I mean customer requests / request issues created through the portal.

Given my permissions, I would expect to at least see or have these automations applied?

Is there something obvious I might be missing (e.g. a trial limitation, request-type scoping, or a setting specific to portal-created issues)?

Any guidance would be really appreciated, I’m keen to learn JSM the right way. Thanks in advance!

Accepted answers

Chris Rogers

Hi @Dan Godsall

Are you able to post a screenshot of one of the automation rules that you expect to work that doesn't?

I haven't had a chance to play around with playbooks yet but you should be able to get your automation rules triggering and visible outside of that.

All comments

Chris Rogers

Hi @Dan Godsall

Are you able to post a screenshot of one of the automation rules that you expect to work that doesn't?

I haven't had a chance to play around with playbooks yet but you should be able to get your automation rules triggering and visible outside of that.

Dan Godsall

Hi @Chris Rogers

Thank you for responding! I really appreciate you offering to help.

Sure thing, here are some screenshots of my automations. I feel like it’s something really simple, but I just can’t figure it out.

Screenshot 2025-12-13 at 9.35.59 pm 1.png

Screenshot 2025-12-13 at 9.30.03 pm.png Screenshot 2025-12-13 at 9.34.10 pm.png

Chris Rogers

Hi @Dan Godsall

From what I can tell from the screenshots, it looks like you want to add a comment if the ticket is about a 404 error. Your condition appears to be the culprit here as its checking the comment body but there aren't any comments on the issue yet, at least not in the issue you posted.

You'll probably want to adjust the condition to look at the summary and/or description instead

Dan Godsall

Hi @Chris Rogers

Apologies for the delay in getting back to you.

Thank you so much, JSM has so many different ways of doing things, so it’s really helpful to have an experienced pair of eyes review it.

I'll try and figure out the correct conditions that are needed.

Thank you again.

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