Run an Automation rule in a conversation flow

In Jira Service Management’s virtual service agent, conversation flows are made up of a series of steps. The run Automation rule step type allows you to use Automation rules to perform actions as part of conversation flows. Read about the other step types.

Create an Automation rule for the virtual service agent

To use an Automation rule in the virtual service agent, the rule must contain the Conversation flow step trigger. Find out how to create an Automation rule.

Create a ‘Run Automation rule’ step in a conversation flow

Customers won’t notice when an Automation rule is run during a conversation with the virtual service agent – it happens in the background.

1. Go to the conversation flow you want to add a run Automation rule step to, and add a run Automation rule step. Find out how to build a conversation flow.

2. Give your step a Title. Your customers won’t be able to see this title.

3. Select an Automation rule.

   • Automation rules for the virtual service agent must contain the Conversation flow step trigger. Find out how to create an Automation rule.

4. If desired, under Automation trigger fields, enter values or variable names. Values can be set by a send web request response variable, or a Jira custom field set in the ask for information step. Read more about using response variables in conversation flows.

Check that your automation rule is running

Each rule has an audit log that you can review to see when the rule was triggered, the final result of the execution, and any actions that may have been performed by the rule. Find out how to check the audit log.