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

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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!

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