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Feature Spotlight: Automation for Jira

Hey Data Center Community!

Automation for Jira (A4J) is now native to Jira Service Management Data Center versions 5.0 and above and available for Data Center customers on versions below 5.0 through the app Marketplace. A4J is a “no-code” automation feature that only takes a few clicks to streamline your process and workflows. You can scale without losing productivity by automating repetitive tasks, providing outstanding customer support, and keeping your team focused on important work.

If you’re new to Automation for Jira, don’t miss our new user guide to learn about key concepts like rules, triggers, conditions, and how they work. These key concepts provide background on automation and help you start using our tips and tricks in no time.

Read on for 3 automation rules to save you time

  1. Auto-assign issues to your team

  2. Send a warning message when anSLA is at risk of breaching

  3. Auto Open or Close Jira tickets

Auto-assign issues to your team

When a Jira issue gets created, it often does not have an assignee by default. This can be a challenge for teams trying to load-balance work, or track which team aligns with a ticket. Remove the burden of manually assigning tickets from your team’s workflow and get to solving problems for customers quicker. Automation in Jira Service Management gives you the flexibility to auto-assign issues based on the conditions that you specify. For example, you can auto-assign issues based on the current workload of your agents, or by the location of teams.

How to build this rule:

  1. Trigger - When: Issue created - A customer creates an issue.

  2. Action - Then: Assign the issue to - Assign the issue to a user in a defined list using the balanced workload assignee method, which assigns the issue to the user with the least amount of open issues assigned to them. Finally, in the user list, search for and select the members of your team.

Check out the rule here.

Send a warning message when a SLA is at risk of breaching

SLAs are important in contractually defining the level of services and standards a provider must deliver to a customer. Breaching an SLA can be critical for a company, not only for the implications a breach can have on customer satisfaction, but it can also be costly in penalties, such as service credits or refunds.

Set up SLAs for different teams in Jira Service Management, then with A4J, you can automate a warning when the SLA is about to breach. Set the SLA to alert you at the timeframe of your choice, and send an alert message through Slack, MS Teams, or email. Never worry about missing a SLA again, and keep customers happy with expert customer service. See the rule here.

Auto Open or Close Jira tickets

For support agents, there are few things more stressful than managing an inbox overflowing with support tickets. Use automation to set up rules to help manage tickets that need to be closed due to inactivity or tickets that have been accidentally closed and are still receiving customer comments.

  • Auto-close old Jira support tickets

    • If a customer hasn’t responded in 5 days, use a scheduled automation rule to seek out old Jira tickets, close them, and send a comment alerting the customer. See the rule here.

  • Re-open an issue if a customer comments on a closed issue

    • When a customer comments on a closed ticket, this automation rule ensures the issue gets reopened and reassigned. Simplify your teams workflow with automation and keep their focus on solving customer inquiries. Check out the rule here.

If you found these Automation for Jira rules helpful, check out our automation template library to find hundreds more templates and test your own rules with our automation sandbox environment.

 

Want to dive even further into Jira Service Management Data Center? Join us at Atlassian’s High Velocity-ITSM event in London December 8th or virtually on December 13. Discover how legendary service management teams find their groove to deliver exceptional service experience fast with autonomy and alignment. The event setlist is packed with inspiring customer stories, in-depth product demos, and expert-led sessions to up-level your ITSM practices. Free registration is still open!

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Carmen Nadeau
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Nov 11, 2022 • edited

Great news!

I can't seem to find anything related to Object (Insight/Asset).

Will the automation be able to manipulate objects ? (like the Cloud version)

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