Assign agents to requests based on language

This section describes the example of assigning agents to requests based on language with Actions for Jira Service Management.

Default Jira Service Management automation rules can set for the project are extended by the Actions for JSM app. The most useful rule is automatically assigning users to the requests based on the reporter’s language.

For example, when a customer raises a request in German, it will go to the person who knows this language and can quickly answer questions. The app also offers additional options such as setting the issue priority, sending emails, adding organizations, labels or request participants (action supported up to version Actions for JSM 1.12.4). That’s why it is possible to assign a relevant user to the request in German and also add a second request participant.

Learn how to access and configure automation rules to use the described example.

Accessing configuration

Steps

1. Navigate to Projects at the top of the screen.
2. Select which service project you want to configure.
3. By using the service project sidebar, select Project settings.

4. Access Legacy automation.

5. Click Add rule.

6. The New automation rule dialog box appears. Select Custom rule and click Next to confirm your choice.

Result

You’ll be redirected to the view with the automation rule customization.

Configuring automation

Steps

1. Give your automation rule a name.

2. Optionally, you can add a description of your rule.
3. Configure your automation rule by defining ‘WHEN’, ‘IF’ and ‘THEN’.
4. Click Save to store you configuration.

Defining ‘WHEN’

1. Click Add a trigger. The Edit WHEN dialog box will appear.
2. Click Add trigger.
3. Select Issue created from the list.
4. Click Add.
   

   

Defining ‘IF’

1. Click Any items. The Edit IF dialog box will appear.
2. Click Add condition.
3. Select Reporter Language from the list.
4. Click Add.
5. Choose the language, in our example: German.
6. Click Confirm.

   

Defining ‘THEN’

1. Click Add an action. The Edit THEN dialog box will appear.
2. Click Add action.
3. Select Assign User to Issue from the list.
4. Click Add.
5. Select User Key.
6. Click Confirm.
   

   

To add a next action:

1. Click Add action.
2. Select Add label from the list.
3. Click Add.
4. Type the desired text for a label.
   Note

   Remember that the text for a label cannot include spaces.

5. Click Confirm.

   

6. Click Save.
   Note

   Remember to check the Enable rule box so your automation is enabled and ready to work.

   

Result

The configuration of the automation rule is added and ready to use.