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Unable to add multiple WHEN scenarios in Automation for JIRA Service Desk

You used to be able to add multiple "WHEN" triggers for Automations in JIRA Service Desk, but I'm no longer able to find this option? Was it removed intentionally or is this a bug?

The OpsGenie integration documentation requires this functionality:

Example of an old Automation with multiple When conditions I had set up attached, but I no longer seem to have this option.


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Hello Mark,

This was an intended behavior since all the functionality that you can implement using multiple WHEN can also be implemented using multiple CONDITIONS (IF) with JQL or Multiple Automation Rules.

The objective of this change was to fix some bugs with this feature and help customers to better organize the Automation rules with a single trigger.

If you need any help to configure any specific use-case, Please let me know.

Thanks @Petter Gonçalves. Would be much more efficient to have multiple WHEN triggers rather than creating multiple automation rules. Thanks for letting me know it was intended functionality though.

You are welcome, Mark. :)

Multiple WHEN triggers avoids the copy-paste pattern when CONDITION and ACTION are exactly the same - typically in my case, "Send email".

With multiple rules, the email content has to be edited multiple times with risk to lose consistency.

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