Automation? I'm in! Automation makes your clients happy, your IT Service Desk team happy, and those SLAs extremely happy. Jira Service Desk is bundled with a couple of useful automation rule templates composed of WHEN/IF/THEN logic. Let's get into the two different types of templates: preset and custom rules.
These are some of the preset rules that you can easily configure and use to allow automation to do actions quickly, such as transitioning an issue when a customer or agent comments to the appropriate workflow status and alerting the assignee when an SLA is about to be breached (very helpful to keep track of priorities!).
You can also create your own custom rules. One scenario in which I've used Jira Service Desk's automation is to triage a ticket that was just created based on a specific field. For example, if I want to set the customer request type to "Dog Love" when "Animal" field is "Dog," then you would have:
WHEN an issue is created
IF issue matches:
THEN edit request type
Find many more automation conditions you can choose from here.
- Make sure that one automation doesn't trigger another automation...this can sometimes cause automation loops!
- Does the trigger field have a value? Is the field on the screen? Is the field configuration correct for the field?