Can I add a new 'When' condition to the automation engine in JIRA Service Desk?

Like the title says; I'd like to have the automation engine handle the cases where:

WHEN: Issue enters status THEN: Create new issue

WHEN: Linked issue is resolved THEN: Email user that their problem has been fixed.


1 answer

1 accepted

0 votes
Accepted answer

Hi Eban,

Yes and No.

Yes you can have IF statements to check the condition if issue enters a particular status.

But no you cannot create a new issue based on the condition. You can notify other users and below are the different options.

What automation does
Rule template used

Alert a member of your team when a customer submits an urgent request

Be aware of urgent issues
Alert your team lead when a serious issue is about to breach one of your SLAsKeep on top of SLAs
Let your customers know when to expect a response from your team based on the priority of their ticketSet customer expectations
When a customer comments on a ticket, transition it to "Waiting on Support"; when your team comments, transition the ticket to "Waiting on Customer"Transition on comment
When a customer comments on a closed ticket, re-open it so your team can followup with more informationRe-open on customer comment

Darnit! So close, and yet not quite. I'll start digging into the API's, maybe they've published something I can hook into. Thanks Bhushan!

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity! more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

36,267 views 13 39
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