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Automation Tips for JSD

Atlassian, Jira, Jira Service Desk, Jira Service Management

Guest Contributor: Mary Ramirez

Jira Service Desk serves as the hub for all of your customers request. Once a customer submits a request, they imagine magical technical fairies in the background resolving their problems. While this may be true for some, others lean on automation to make the process easier. Below are two ways in which you can enhance your service desk with minimal fairies on duty.

Using Service Desk

Natively, Jira Service Desk comes with an automation feature which allows you to set certain triggers and conditions. The neatest part of this feature is that it does not require code. Even a newbie on the team can easily set up rules. Rules vary by the project scope and intentions. But in my line of work, I've seen the following rule often used:

  • In this example, we are using the "Alert User" function. The if condition allows you to enter JQL that can be specific to nearly anything. In this case, I specified the condition to an issue type. If you're using multiple request types to one issue type, set your JQL to the request type. Once the rule is enabled, Jira Service Desk will @mention the user in the comment box. Whether it is looping in HR or alerting a manager for a specific issue type, this is a great tool to keep others in the loop.

Using a script listener

Perhaps, you want to take it up a notch. Unfortunately the Automation feature in Jira Service Desk does not give you the capability to fulfill your business needs. Well, the Atlassian Marketplace has apps, like Power Scripts, that will allow you to automate your service desk. This option does require code, but do not be intimidated. Power Scripts has a vast list of documentation with examples and tutorials. In this case, we are addressing how approvers can automatically be added to an issue. We have a custom field called Technology that has the values of hardware, software and other. Depending on which value the customer chooses, I'd like different individuals to be set as approvers.


Be sure to add and save the script in the SIL Manager first.
Call this script from a workflow transition post-function.
It will set the approver based on the value of a custom field.
if(technology == "Hardware") { /*Here I call the custom field and the value*/
customfield_10700 = "mramirez"; /*Here I call the Approvers field in Jira and the individuals username*/
else if(technology == "Software") {
customfield_10700 = "jlay";
else if(technology == "Other") {
customfield_10700 = "akong";


And so whether you're using Jira Service Desk or Power Scripts, the possibilities are endless. If you're looking for new ways to automate your workflow, contact Isos, your magical fairies.

Managing JIRA at Scale White Paper

TAGS: Atlassian, Jira, Jira Service Desk, Jira Service Management

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