What is the difference between Service Desk Automation and Automation for JIRA?

Nick Menere Community Champion Aug 21, 2016

Service Desk currently provides automation capabilities, what does Automation for JIRA provide that it doesn't?

2 answers

1 accepted

2 votes
Nick Menere Community Champion Aug 21, 2016

Service Desk automation is very focused on the Service Desk/Helpdesk use case, whereas Automation for JIRA was designed to be a more generic solution for a broader set of problems.  As such, Automation for JIRA can be applied to JIRA Core, JIRA Software and JIRA Serice Desk.

In terms of capabilities, as of version 1, Automation for JIRA ships with roughly 24 triggers, conditions and actions (including 3rd party integrations with Slack and Twilio) compared with the 12 Service Desk ships with.

Is there a list of actions you can execute? I was trying to find out if you can clone an issue as an action.

Nick Menere Community Champion Sep 07, 2016

Hey Matej,

You can copy/clone a rule by using the "create" action and passing in values from the original issue using smart values. If you can wait a week, I'm working on a specific clone issue action. I'm in travelling until monday so it will have to wait to then.

You can all the actions in product when you select to add an action, but it may be worthwhile for us to create a confluence page with a comprehensive list.


Awesome, thanks. I don't have running Cloud instance atm so I was wondering which actions are there. But great that you're working on the Clone issue action!

Automation for JIRA is far more powerful than the SD one. As SD Automation uses a gui, it is far more limited in flexibility. The vast majority of my service desk automation is done using Automation for JIRA. 

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

270 views 0 12
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot