Create Jira automation rules for service request management

15 min
Intermediate

By the end of this lesson, you’ll be able to:

  • Use automation to escalate work items when the SLA is breached
  • Use automation to auto-assign work items to your team
  • Use automation for onboarding new employees

Automation helps with service request management

Automation rules perform actions in your service project based on specific triggers and conditions. Jira Service Management automation reduces the IT team’s workload by eliminating repetitive tasks when integrated into self-service capabilities.
👇Click the boxes below to explore examples of service request management automation.

Comment on new requests with the response time

Resolve requests and notify customers due to inactivity

Route service requests to the appropriate team

Auto-provision requests

Automatically approve requests for certain requesters

Project admins can configure notifications for events and send them to specific groups and roles. You can use automation to send notifications for more complex events or to a variety of recipients, but verify that project notifications don't already meet your needs.

Use automation to change status when SLA is breached

You can use automation to automatically change the work item status to 'Escalated' when an SLA is breached, ensuring timely attention and resolution.
👇 Click the boxes below to see how to configure this automation rule.

Triggers

Actions

Example configuration

Use automation to auto-assign work items to your team

When a Jira work item is created, it often does not have an assignee by default. Automation in Jira Service Management allows you to auto-assign work items based on the specified conditions.
👉 For example: Let’s auto-assign work items based on your agents' current workload.
👇 Click the boxes below to see how to configure this automation rule.

Triggers

Actions

Example configuration

Use automation for employee onboarding

Employee onboarding is a use case that requires coordination across multiple teams, from IT to HR to Facilities. Instead of creating separate requests for office setup, software provisioning, and more, the HR hiring manager can raise a single request in the HR customer portal to prepare everything needed for a new employee.
👉 For example: Here’s how an automation rule can meet the hiring manager’s needs.
  1. The HR hiring manager submits a request for a new employee.
  2. An automation rule creates corresponding service requests in the other team’s projects:
    1. Facilities to set up office location and badge
    2. IT to set up hardware and software
  3. IT automation triggers the following tickets for IT work:
    1. Provision a new laptop
    2. Install the required programs
    3. Create an email account
👇 Click the boxes below to see how to configure this automation rule.

Triggers

Conditions

Actions

Example configuration

👇 Watch the video to learn how to create a rule to onboard a new employee and run it.

Let's see what you've learned!

QUESTION 1 0F 1

Ishan is a service project admin. He wants to automatically notify agents when a customer comments on their request.

True or false? Ishan should definitely use automation to meet this requirement.

Select the correct answer.

Submit answer
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Set up the virtual service agent

  • Automate support interactions using virtual service agent
  • Resolve requests using the virtual service agent
  • Configure intents
  • Train your virtual service agent to recognize questions
  • How the virtual service agent’s data set is trained
  • Configure AI answers
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