How to create customer requests on a schedule and share them with groups in Jira Service Management Data Center
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
The scope of this knowledge article is to provide automation rule examples that will create customer requests on a schedule and share them with groups. To achieve this, we will use the Groups field, a feature introduced in JSM 5.9 (reference available here).
Solution
The automation rule can be configured using any of the two options outlined below.
Automation rule options
when using the Create Service Management Request action, the Groups field is not available, so it needs to be configured in an Edit Issue action;
when using the Create Issue action, the Customer Request type field can't be set, so it must be set in an Edit Issue action.
Automation rule configuration - Option 1
When: Scheduled
Then: Create Service Management request action.
Branch rule / related issues:
Type of related issues: Most recently created issue
Then: Edit issue action. Choose Groups in Choose Fields to set... and select the groups to share the requests with.
Screenshot showing an example rule that schedules the creation of a customer request, then shares it with the "Test Group" using the Groups field:
Automation rule configuration - Option 2
When: Scheduled
Then: Create Issue action.
Choose Groups in Choose Fields to set... and select the groups to share the requests with.
Branch rule / related issues:
Type of related issues: Most recently created issue
Then: Edit issue action. Choose Customer request Type in Choose Fields to set...
Screenshot showing an example rule that schedules the creation of a customer request, then shares it with the "Test Group" using the Groups field:
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