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Actions for Jira Service Management
Actions for Jira Service Management
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Last updated Dec 9, 2019

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 that we can set for the project are extended by the Actions app. The most useful rule is that we can automatically assign users to the requests based on the reporter’s language.

For example, when a customer raises a request in German, the request 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 request participants, organizations or labels. 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.
Access automation rules with Jira Service Management automation plugin
Access automation rules with Jira Service Management automation plugin
  1. Access Legacy automation.
Legacy automation rules with Jira Service Management automation plugin
Legacy automation rules with Jira Service Management automation plugin
  1. Click Add rule.
Creating automation rules with Jira Service Management automation plugin
Creating automation rules with Jira Service Management automation plugin
  1. The New automation rule dialog box appears. Select Custom rule and click Next to confirm your choice.
Custom automation rules with Jira Service Management automation plugin
Custom automation rules with Jira Service Management automation plugin

Result

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

Configuring automation

Steps

  1. Give your automation rule a name.
Info

Your automation rule must have a name that’s why this step is required.

  1. Optionally, you can add a description of your rule.
  2. Configure your automation rule by defining ‘WHEN’, ‘IF’ and ‘THEN’.
  3. Click Save to store you configuration.
Save automation rules with Jira Service Management automation plugin
Save automation rules with Jira Service Management automation plugin

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.
    Creating When triggers to set up automation rule using Jira Service Management automation plugin
    Creating When triggers to set up automation rule using Jira Service Management automation plugin

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.
    Creating If condition to set up automation rule using Jira Service Management automation plugin
    Creating If condition to set up automation rule using Jira Service Management automation plugin
Info

You can create several conditions for a single rule by clicking the plus icon which appears below the ‘IF’ field.

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.
    Creating Then action to set up automation rule using Jira Service Management automation plugin
    Creating Then action to set up automation rule using Jira Service Management automation plugin

To add a next action:

  1. Click Add action.
  2. Select Add request participants from the list.
  3. Click Add.
  4. Select Users from the list.
  5. Click Confirm.
    Creating Then action to set up automation rule using Jira Service Management automation plugin
    Creating Then action to set up automation rule using Jira Service Management automation plugin

Result

Your configuration of automation is added and you can use it.

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