Service Desk Built-In Automation

Refer to Atlassian docs for more extensive documentation on the built-in automation: Set up rules to automate repetitive tasks

Available preset automation rules 

  • Comment updates reply status - Updates the status of an issue after someone comments to:
    • Waiting on Support when a customer comments

    • Waiting on Customer when your team comments

  • Comment reopens issue - Reopens a closed issue when a customer comments on a resolved issue.
  • Urgent issue alert - Alerts a member of your team via an @mention in a comment when a customer submits an urgent request.
  • At-risk SLA alert - Alerts an agent with an @mention in a comment when an issue is about to breach one of your SLAs.
  • Close resolved issue - Closes an issue and alerts the customer when an issue has been resolved for 10 days.
  • Update Jira linked issues - Adds an update in the comment of linked issues in the same project or in other projects on the same instance when an issue status is transitioned.
  • Triage email requests - Assigns a request type to issues sent via email by analyzing keywords from the email subject line.
  • Prompt customer for comment - Sends a reminder to a customer with an @mention in a comment when an issue has been in the status Waiting on Customer for 5 days


To set up a preset automation rule:

  1. From your service desk project sidebar, select Project settings > Automation.

  2. Select Add Rule.

  3. Select a preset rule from the list (see Available preset automation rules for more info).

  4. Select Continue. The rule’s setup screen appears.

  5. Edit the rule name and description as needed. The rule name appears on the main automation settings page, so changing the name helps you more easily reference what each rule does.

  6. Edit and update any fields that appear in the rule’s setup.

  7. Select Save and you're done.

To EDIT a preset automation rule:

  1. From your service desk project sidebar, select Project settings () > Automation.

  2. Click on the name of the rule under Rules in this project. The rule configuration screen will appear.

  3. Edit the fields for When this happens..., If these match..., and Then do this... to change your rule's trigger, conditions or resulting actions. Use Tips for customizing this rule for suggestions on what to enter in these fields. You can edit the rule name and description as well.

  4. If you change the rule, be sure to click Save to confirm your edits.

To CREATE A CUSTOM automation rule:

  1. From your service desk project sidebar, select Project settings () > Automation.

  2. Select Add rule.

  3. Select Custom rule from the list and then select Continue. The rule configuration screen appears.

  4. Configure your rule by selecting and defining the fields under the sections When this happens..., If these match..., and Then do this... fields.

  5. You can add an optional Otherwise, if these match... set of conditions and associated actions (Then do this...) by selecting Add Branch. See the table below for the available options.

  6. Select Save and you're all set.

You can have up to 30 automation rules. Each rule can have up to 30 branches.

An automation rule is made up of three parts:

  1. When this happens… statements trigger the rule.

  2. Optional If these match… conditions narrow the trigger to effect only certain issues, users, comments, links, statuses or resolutions.

  3. Then do this… statements perform an automated action.

Disable an automation rule

To disable an automation rule:

  1. From your service desk project sidebar, select Project settings () > Automation.

  2. Click the rule you want to disable to open the rule configuration screen.

  3. Choose rule options ().

  4. Toggle Rule enabled to disable the rule.

Disabled rules appear in your automation list with a DISABLED badge.

Advanced automation rule options

Choose rule options () in the rules configuration page to change the behavior of a specific rule. Go to Edit a preset automation rule to learn how to edit a rule.

Here’s a description of the advanced options available:

Run rule as

By default, rules run as the person who created the project. Alternatively, you can run rules as the user who triggers the rule. For example, if a rule responds to a customer, then you might want the comment to be from the agent who is working on the request, not from the person who created the project. In this case, you would want to set the Run rule as to User who triggered the rule. Make sure the person you choose has permission to complete all the actions taken by the rule.

To change the default run-as user, go to Automation > Configuration . Make sure the person you choose has permission to perform all the actions that you might try to automate in all your rules.

Triggered by other rules

By default, rules can trigger other rules. In some cases, you might need to disable this to prevent two rules from triggering each other infinitely.