Exploring Jira Service Management automation possibilities

Updated on February 22, 2024

Are you drowning in repetitive tasks, struggling to keep up with response times, and craving a smoother user experience? Wish you could instantly respond to every customer issue?

If so, you should explore the automation capabilities of Jira Service Management. It’s easier than you think.

In this guide, we’ll break down the essential components of JSM automation. We will make it easier for you to understand and implement it.

Jira Service Management automation

Jira Service Management offers a set of rules you can use to automate workflows. You can, for example, automate common tasks, auto-triage requests submitted via email, or escalate urgent SLAs.

Even though these rules are basic, they make the support team’s work much easier. Agents may focus on their work instead of spending half of their time refreshing tickets.

How to access Jira Service Management automation?

Navigate to your Project settings (gear icon) and select Automation. This is your control center for setting up automation rules.

Key components of Jira Service Management automation

Rules

You can set criteria to automate actions within your system using rules. They consist of three components:

  • Triggers: Events or conditions that initiate the execution of the rule.
  • Conditions: Criteria that must be met for the rule to continue running.
  • Actions: Tasks or operations performed automatically as a result of the rule.

Triggers

Triggers serve as the starting point for automation rules. They are listening for specific events or conditions within Jira. These events could include issue creation, status changes, or field value modifications. You can set them to run on a schedule.

Conditions

You can adjust the scope of automation rules by specifying criteria using conditions. Conditions ensure that automation actions are triggered only under specific circumstances.

Actions

Actions are the tasks or operations carried out automatically by the rule. They can include editing issues, sending notifications, creating sub-tasks, and managing workflows.

Actions may need to affect not just the original issue that triggered the rule, but also any related issues.

To handle intricate issue relationships, you can use special conditions and actions. For instance, you can verify that all sub-tasks of a parent issue are resolved.

Smart values

You can use smart values to access and modify various issue data. For example, use smart values like {{issue.key}} and {{issue.summary}} to compose a Slack message containing the issue key and summary.

Rule actor

The user responsible for executing a rule is the rule actor. This user possesses the necessary permissions to trigger the rule and carry out any associated actions. You can modify the rule actor for your automation rules.

E.g. if a rule is designed to comment on an issue upon execution, the rule actor must have the “Add comment” permission; otherwise, the rule will fail.

Rule status

You can check the status of an automation rule to see if it’s currently active or not. You can find the status of a rule on its details screen:

  • ENABLED: The rule is currently active.
  • DISABLED: The rule is not currently being used.
  • DRAFT: The rule has unpublished changes.

Audit log

Use an audit log to track when the rule was triggered, the outcome of its execution, and any actions taken. Access it for a specific rule, across an entire project, or at a global level. 

Common use cases for Automation in Jira Service Management

By automating repetitive tasks, you free up your team for higher-value work. 

Let’s explore some use cases:

Auto-assignment

You can auto-assign issues to the right person according to specific conditions you define.

Benefits:

  • Speed up issue resolution by directing them to the right people quickly
  • Reduce resolution times by getting tickets to the right people faster
  • Meet service level agreements (Jira SLAs) by promptly resolving issues

Implementation:

  • Define assignment criteria like issue type, priority, or request category
  • Set up automation rules to assign issues based on these criteria
  • Use conditions to fine-tune assignment criteria
  • Regularly monitor and adjust assignment rules

Auto-closure

Close old Jira tickets without customer activity and add a comment for transparency.

Benefits:

  • Save time and reduce manual work by automating ticket closure
  • Maintain a tidy and organized ticketing system
  • Ensure data accuracy and streamline reporting by keeping only relevant tickets open

Implementation:

  • Define criteria for ticket closure (e.g. resolution status, time elapsed since resolution)
  • Configure automation rules to trigger closure actions
  • Use conditions to verify that closure criteria are met
  • Implement safeguards to prevent closure of unresolved or critical issues. For instance, use escalation notifications or approval workflows.

Automated issue reopening

You can reopen closed issues based on predefined conditions, such as customer feedback or unresolved issues.

Benefits:

  • Automatically reopen tickets when customers reply to closed issues, demonstrating attentiveness
  • Establish conditions to ensure reopening occurs only for relevant comments, avoiding unnecessary escalations
  • Enhance customer satisfaction by showcasing a proactive approach to addressing their concerns

Implementation:

  • Define conditions for issue reopening (e.g. customer comments on closed tickets or unresolved issues)
  • Configure automation rules to trigger reopening actions
  • Use conditions to verify the validity of reopening criteria
  • Inform relevant stakeholders about the reopening of issues

Extending Jira Service Management automation rules

More automation with Issue Templates for Jira

To extend native automation features, you can also take a look at an app – Issue Templates for Jira. This app Issue lets you create predefined templates for common issue types. It ensures consistency and efficiency in issue creation. 

By extending Jira Service Management automation rules with Issue Templates Cloud, you can automate the creation of issues from templates.

How to schedule the creation of issues from templates using Jira automation?

This process involves using Automation’s Create Issue action. You assign the task of issue creation to Automation. Afterward, you can apply a specific template using Issue Templates for Jira.

  1. Configure the action to create an issue within Automation.
  2. Within the configuration, expand the “More options” section. Paste the provided function, ensuring to replace “TEMPLATE-1” with the key of your desired template.
{

    "properties": [{

        "key": "issue.templates.automation",

        "value": {

            "applyTemplate": "TEMPLATE-1"

        }

    }]

}
  1. This function instructs Issue Templates for Jira to apply the specified template upon issue creation. It links it with the issue key equal to “TEMPLATE-1”.

💡You can also utilize the Scheduled trigger along with the Create issue action.
It allows you to automate the process of creating issues at specified intervals and apply a template to each newly created issue.

To find out more, check out this video:

Benefits:

  • Build reusable templates for recurring tasks, like reports or onboarding issues. Let JSM automation create them automatically based on triggers or even a schedule.
  • Design templates for common requests and automate their creation based on keywords in emails or tickets.
  • Integrate Issue Templates with other apps to trigger issue creation based on external events, building even more complex and powerful workflows.

Summary

Automation speeds up the support process. It gives agents more control so they can focus on complex tasks and customer relationships. This minimizes the chance of manual errors compared to manual request handling.

Prioritizing customer relationships and innovation promotes transparency and credibility in customer interactions. However, following expert-recommended automation best practices is crucial to ensure success.

FAQ about Jira Service Management automation

  • How do I create an automation in Jira Service Management?

    To create an automation in Jira Service Management, navigate to your project settings and select “Automation” from the menu. From there, you can define triggers, conditions, and actions to automate various tasks within your project.

  • Is automation included in the Jira Service Management Data Center?

    Yes, automation features are included in Jira Service Management Data Center. They provide users with advanced capabilities to streamline processes at scale.

  • Can Jira be used for Service Management?

    Absolutely, Jira can be effectively utilized for Service Management purposes. With its features and customizable workflows, Jira enables organizations to manage service requests, incidents, changes, and other ITIL processes efficiently.

  • Can Jira be used for automation?

    Yes, Jira offers powerful automation capabilities. They allow users to automate repetitive tasks, streamline workflows, and improve productivity. By configuring automation rules, users can automate actions based on predefined triggers and conditions.

  • Who can create Jira automation?

    By default, only project administrators can create automation rules in JSM. However, project settings can be adjusted to allow specific user groups or individual users to create and manage automations.

  • Is Jira Service Management the same as Jira Service Desk?

    Yes, Jira Service Management (JSM) is the current name for what was previously known as Jira Service Desk. Both terms refer to the same service management application within the Jira ecosystem.

  • Is Jira Service Management a CRM?

    While JSM can handle customer support and ticketing, it’s not a full-fledged Customer Relationship Management (CRM) system. CRMs typically offer broader functionalities like sales management, marketing automation, and customer data analysis, which are not directly present in JSM.

  • Does Jira Service Management have a knowledge base?

    Yes, Jira Service Management includes a built-in knowledge base where users can create and manage articles, troubleshooting guides, FAQs, to provide self-service support for customers. This knowledge base helps users find answers to common questions.

Justyna Gdowik

Justyna is a Content Specialist at Deviniti, where she combines her expertise in SEO optimization with a passion for captivating writing. Her aim is to convert complex technical concepts into reader-friendly language, ensuring accessibility for a diverse readership. Privately, she seeks out new adventures and culinary experiences, continuously feeding her curiosity and enriching her perspective.

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