Learn how to succeed in your role as a service desk agent.
How do when, if, and then statements work for automation in next-gen service desks?
Automation can help free up time to help you focus on other important work. But first, you have to set up the “rule” for how it works - what it’ll do for you and when.
An automation rule is made up of three parts:
When this happens… this trigger tells the automation what to look out for.
Optional If these match… these conditions will make sure it’ll effect only certain issues, users, comments, links, statuses or resolutions.
Then do this… this statement tells the automation what to actually do (what action to take).
Here’s what you can choose for each part.
When this happens
Automation rules require one When this happens… trigger to start an automated acton. Here are all the available When this happens… triggers:
A comment is added to an issue.
A comment on an existing issue is edited.
An issue is created in the project.
Issue resolution changed
The issue's resolution field is set or modified.
An issue transitions through a stage in its workflow.
A linked issue is transitioned
An issue linked in the same Jira cloud site transitions through a stage in its workflow.
Participant added to issue
A request participant is added to the issue.
Organization added to issue
An organization is added to the issue, or someone shares an issue with an organization.
The issue transitions to a workflow stage that requires approval.
SLA time remaining
The issue's SLA cycle reaches a certain time remaining.
If these match
Use the optional If these match… conditions to make sure that the rule affects only specific issues or activities on your service desk.
If these match… statements can vary depending on the When this happens… trigger.
Here are all the available If these match… conditions:
An issue matches a certain filter.
A comment is visible either internally to agents or externally to customers.
The user type is customer or agent.
A comment contains a key phrase.
Comment is primary action
A comment is the primary action and not the consequence of another action.
The issue's resolution status change either sets or clears the resolution field.
Status change visible to customer
The issue's workflow status change is visible to the customer.
Link type matches
A link type matches a certain type of link.
Linked issue matches
A linked issue matches a certain filter.
Then do this
A When this happens… starts the rule working. The Then do this… action is the what the rule actually does for you.
Here are all the available Then do this… actions:
Move an issue forward or backward through its workflow.
Comment internally to agents or externally to customers on an issue.
Prompt specific users with an @mention.
Edit request type
Change an issue's request type. Be sure your request types are the same issue type before applying this rule.
Change a field in the issue, such as assignee or priority. This affects fields that may not appear in each issue type.
Send a custom email notification.
Send a POST request.
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