Available preset automation rules
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This article is relevant to Legacy automation in service projects created before August 30, 2021. If you don’t see Legacy automation in your service project, check out these Automation articles.
Your service project comes with the following preset rules you can use to set up automation:
Comment updates reply status
If a customer comments, this updates the status of a work item to Waiting for support.
If one of your team members comments, this updates the status of a work item to Waiting for customer.
Comment reopens work item
Reopens a closed work item when a customer comments on a resolved work item.
Urgent work item 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 a work item is about to breach one of your SLAs.
Close resolved work item
Closes a work item and alerts the customer when a work item has been resolved for 10 days.
Update Jira linked work items
Adds an update in the comment of linked work items in the same project or in other projects on the same instance when a work item status is transitioned.
Triage email requests
Assigns a request type to work items 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 a work item has been in the status Waiting for customer for 5 days.
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