Jira Service Desk - Custom Automation Rules

[Denis Chung]

Hi All,

Just wondering if anyone knows how to create a custom rule to do the following:

1. Issue Created

2. if from a certain email address assign to a say "Jack"

3. if jack does not action after 1 hour, assign to "Tom"

4. if tom does not action after 1 hour, assign to "Gill"

I have managed to do 1 and 2 but unable to figure out the rest.

Thanks for the help

[Keri]

Hey Denis,

Welcome to the Atlassian Community! You can achieve this using SLAs in combination with automation rules.

You would first need to set up a new SLA, the following is an example set up to start counting on either Issue Created or Assignee changed. It stops counting when the issue changes status, to show that the agent has replied. The goal set here is for 1 hour but you may wish to modify the matching so that only issues created by a certain reporter trigger the SLA.

 

You would then create a custom automation rule similar to the following:

WHEN: SLA time remaining (event breached)

IF: Issue Matches: assignee = “Jack” THEN: Edit Issue Assignee - Tom

IF: Issue Matches: assignee = “Tom” THEN: Edit Issue Assignee = Gill

I’d also check out our Service Desk documentation around SLAs and Automation rules

The following knowledge base article details how to set the automation rules for SLA conditions specifically: https://confluence.atlassian.com/cloudkb/how-to-use-automation-rules-in-jira-service-desk-for-auto-transitioning-issues-after-a-certain-period-of-time-852464037.html

Let me know what you think!

Cheers,

Keri