About automation triggers and conditions

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 it should do it.

An automation rule is made up of three parts:

1. When this happens… this trigger tells the automation what to look out for.

2. Optional If these match… these conditions will make sure it’ll effect only certain work items, users, comments, links, statuses or resolutions.

3. Then do this… this statement tells the automation what to actually do (what action to take).

'When this happens' triggers

Automation rules require one When this happens… trigger to start an automated acton.

Available When this happens… triggers include:

• Comment added – A comment is added to a work item.

• Comment edited – A comment on an existing work item is edited.

• Work item created – A work item is created in the project.

• Work item resolution changed – The work item’s resolution field is set or modified.

• Status changed – A work item transitions through a stage in its workflow.

• A linked work item is transitioned – A work item linked in the same Jira cloud site transitions through a stage in its workflow.

• Participant added to work item – A request participant is added to the work item.

• Organization added to work item – An organization is added to the work item, or someone shares a work item with an organization.

• Approval required – The work item transitions to a workflow stage that requires approval.

• SLA time remaining – The work item’s SLA cycle reaches a certain time remaining.

'If these match' conditions

Use the optional If these match… conditions to make sure that the rule affects only specific work items or activities on your service project.

If these match… statements can vary depending on the When this happens… trigger.

Available If these match… conditions include:

• Work item matches – A work item matches a certain filter.

• Comment visibility – A comment is visible either internally to agents or externally to customers.

• User type – The user type is customer or agent.

• Comment contains – A comment contains a key phrase.

• Comment is primary action – A comment is the primary action and not the consequence of another action.

• Resolution change – The work item’s resolution status change either sets or clears the resolution field.

• Status change visible to customer – The work item’s workflow status change is visible to the customer.

• Link type matches – A link type matches a certain type of link.

• Linked work item matches – A linked work item matches a certain filter.

'Then do this' triggers

A When this happens… trigger starts the rule working. The Then do this… action is the what the rule actually does for you.

Available Then do this… actions include:

• Transition work item – Move a work item forward or backward through its workflow.

• Add comment – Comment internally to agents or externally to customers on a work item.

• Alert user – Prompt specific users with an @mention.

• Edit request type – Change a work item’s request type. Be sure your request types are the same work type before applying this rule.

• Edit work item – Change a field in the work item, such as assignee or priority. This affects fields that may not appear in each work type.

• Send email – Send a custom email notification.

• Webhook – Send a POST request.