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

[Eban Tomlinson]

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.

[Bhushan Nagaraj · Accepted solution]

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 SLAs	Keep on top of SLAs
Let your customers know when to expect a response from your team based on the priority of their ticket	Set 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 information	Re-open on customer comment

[Eban Tomlinson]

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!