Jira Service Management Automation Advanced Rules for a Better Service Desk

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Automation is one of the perks of using Jira, and no where is it more useful than in Jira Service Management. You can go beyond basic JSM automation rules and use Jira automation for advanced use cases like monitoring for incidents, integrating with your CRM, and building QA into your Service Management projects.

Jira Service Management Automation Examples: Team Notifications

Ensuring tickets are responded to is a top priority for your service desk, and automation can help. Our team uses automation rules to send Slack notifications, monitor for incidents on weekends, and to reassign tickets when the customer’s primary agent is unavailable.

Jira Slack Automation - Notify Team in Slack

Working remotely can mean there’s a lot of things to keep your eye on. To ensure that our support agents could simultaneously collaborate with the rest of the team while still monitoring the queues, we created automation rules that post in Slack whenever:

• A new support request is created

• A ticket transitions to WAITING FOR SUPPORT

• An issue is moved from another project to the support project

• An issue is within 30 minutes of breaching the SLA

Jira Incident Management - Weekend Monitoring

Weekends are a challenge for small organizations determined to provide stellar support. We use a Jira automation rule, scheduled with a CRON expression, to check if more than three tickets are created in half an hour and send a notification to PagerDuty:

Jira Service Management Automation - Reassign Ticket

We like to assign a primary agent to our customers, but sometimes that agent needs a break. We have automation rules that we enable when an agent is on vacation to reassign their tickets to another member of the team.

Jira Service Management Automation Examples: CRM Integration

Another powerful way automation can enhance your Jira Service Management projects is by integrating with your CRM. Like any database, a CRM is only as useful as the data it contains, and since your support team is in contact with your customers, they are the best option for improving that data.

Our team uses automation rules that send web requests to the HubSpot API to:

• Create contacts in the CRM

• Associate JSM tickets with contacts in the CRM

• Set properties (Solution Partner, Marketplace Partner) in the CRM via a label on the JSM ticket

• Add a primary Support Agent to a company in the CRM

Jira Service Management Automation Examples: QA

JSM Automation Example – Ensure Ticket Completion

Your Jira Service Desk is there to ensure customers are successful using your product. It’s for their success, but it can also inform yours. Support requests can be a valuable source of insight into how customers use your product, what features are difficult to understand or discover, and what new features they’d like to see developed. Of course, you’ll only be able to access that information if you collect it in a thorough, structured way.

Our team recently started using the Prime Custom Fields for Jira app, to collect very specific information about each JSM ticket. Since completing more fields was a change from what our JSM agents were accustomed to, we used an automation rule to help them get in the habit. The rule is triggered when the ticket is transitioned to done. It checks that the newly added fields are complete, and adds a comment for the assignee if the fields are not complete:

When using Jira automation to add comments to issues, be sure to set the (easily-missed) Comment Visibility dropdown.

Jira Service Management Global Automation Example – Service QA

To ensure ongoing, high quality service, our Customer Support Lead created a QA project where he would evaluate the service given on randomly selected tickets. An automation rule is used to select the tickets, and another automation rule copies QA score back to the original ticket so agents can see how they’re doing.

The first rule, triggered when a ticket is resolved, checks to see that a corresponding issue does not already exist in the QA project then creates a random variable (a number up to 100):

If the variable is less than seven, a comment telling the Support Lead to perform a quality control review is added to the issue.

The support lead creates a linked issue and evaluates the agent’s performance:

When the Overall QA Score is updated, the second rule copies it back to the original ticket so the agent could see how they did.

Note that since this second rule involves two projects, it had to be created by a Jira Admin (not a Project Admin) and is located in the Jira admin automation section (Settings > System > Global automation). To reference more than one project in an automation rule, go to the Rule details and select Multiple projects for the scope, then list each of the projects in the next field.

Jira Service Management Automation Bug Handling

You can also use automation to add a checklist (I am with the team from Checklists for Jira) to your bug reports, ensuring that all needed information has been attached before the ticket is referred to the dev team.

By leveraging Jira Service Management automation, teams can enhance efficiency, improve response times, and maintain high-quality service standards. Whether it’s automating team notifications, monitoring for incidents, integrating with a CRM, or ensuring QA automation reduces manual effort and increases consistency.