Missing then in servicedesk automation

This question is in reference to Atlassian Developer Documentation: Automation Rule Components

The documentation says there is a then in JIRA servicedesk automation: "Edit issue to select and change a field in your issue, such as assignee or priority (this affects fields that may not appear in each issue type)" .

We cannot see this in our installation, is this a bug? Currently Running Servicedesk in 7.2.4

Thanks for helping

Tobias Ott

2 answers

1 accepted

JIRA Service Desk 3.3 which was relesed on thusday has this feature: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-3-x-release-notes-861178652.html

We expanded the set of fields you can add using automation rules. You can now edit components or labels in the Edit issue THEN action.

0 votes
Jack Brickey Community Champion Jan 03, 2017


First let me state that I am running Cloud so the info here may not be completely relevant. With that said, automation should appear as follows (this is an example of a new Custom rule), illustrating the "then" component. Note, maybe there is more to your question as I don't understand the relevance of the doc segment ("Edit issue...") to what I believe your question to be - 'where is the THEN'.

image2017-1-4 4:48:30.png

Hi Jack,


the problem is not, that the then itself is missing, the action "Edit issue" action is missing.


Best regards


Jack Brickey Community Champion Jan 04, 2017

ok. got it. so in my instance I see the "Edit issue" when i add a trigger to the Then component. I can only assume if you do not then it is a bug on server.

image2017-1-4 5:44:18.png

Jack Brickey Community Champion Jan 04, 2017

note that you won't see the then components w/o first having the when/if components defined. but i expect that is not your scenario. might be good to post an image of what you do see so others can chime in if they are experience same.

Hi Jack, at first many thanks for the fast response.

Youre screenshot would be what I expected, here is mine:

image2017-1-4 13:3:24.png

Jack Brickey Community Champion Jan 05, 2017

yep very clear that this is not included in Server version and verified this in the documentation - https://confluence.atlassian.com/servicedeskserver032/automating-your-service-desk-828800677.html

I have to believe that Atlassian is going to add it and a quick search of Atlassian product issues turned up https://jira.atlassian.com/browse/JSD-3187 which is closed as dup of https://jira.atlassian.com/browse/JSD-2015. The server solution continues to lag behind cloud where JSD is concerned. While I love the benefits of addons, in the current state I prefer JSD Cloud solution.

With that said they could be a means to an end using Scriptrunner and maybe someone in the community can assist with that. Good Luck!

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