JSM Conditional Logics

[Bharani Manickam]

Hi,

I have a few questions regarding Jira Service Management and its automation capabilities and could someone shed some light on this pls?

1. Can JSM natively make authenticated REST API calls to external API?

2. Does JSM support conditional logic, for example:

   • If one API call fails, can it automatically attempt a fallback API?

   • Can we introduce delayed retries, such as waiting 2–3 days before re-attempting an action?

We’re currently exploring an integration as part of an automation flow and want to understand what’s possible within JSM itself versus what would require external orchestration.

Any guidance or documentation you could share would be greatly appreciated.

Best regards,

Bharani Manickam

[Kim Euker · Accepted solution]

There are a variety of items here.

1.  Yes, Jira can call external API's using Authenication.  We already do this quite often just calling Jira API's as well.

2.  Delaying the API until the completion, you can do a number of things.

• Evaluate the Response Code. If the Response code from the API is other than a success, you can attempt to call a different API, etc, log the code to an issue, email the code, etc.
• This instance (run) of an automation can be delayed by up to 15 minutes in the event of a failure, for something longer, you could write the failure to an issue that can be scheduled to be retried at a later date

[Bharani Manickam]

Thanks Kim

[Joseph Chung Yin · Accepted solution]

@Bharani Manickam -

Welcome to the community.  You should be able to achieve your asking using Automation rule setup with send Web Request action to your target application.  The web request action is essentially calling an REST APIs - In addition, you can include JSON body to the targeted application to process/handle.

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-web-request

You can then capture the response code (i.e. if it is not 200, then something is wrong).  Based on that code, you can then conduct other subsequent actions.

However, I have not tested out the delay action programmatically.

Hope this also helps.

Best, Joseph Chung Yin

[Bharani Manickam]

Thanks Joseph