Now the full power of SIL can be brought into Jira Service Desk! New features have been added when creating custom automation rules from within Service Desk.

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This feature allows the Jira Service Desk automation rules (and Power Scripts for Jira) to work in new powerful ways! It also keeps things simple and clean by allowing you to keep all the automation configurations located in a single area within Jira instead of some automations living outside of the Service Desk project settings. It also allows you to track the execution of the Power Scripts automations using the standard Service Desk automation logs.

Why should I care?

• New triggers
  • New predefined triggers have been added to the WHEN condition
  • Create your own custom IF conditions using SIL
  • Create your own custom Then actions using SIL
• Simplicity - keep automation settings in a single location
• Logging - use standard Service Desk automation logs to track Power Scripts executions
• Power - using standard Service Desk WHEN conditions, SIL scripts can be executed in ways that were never possible before. For example, now scripts can be triggered when an SLA is breached.

WHEN (Trigger)

We have built new automation triggers in Jira Service Desk that will greatly extend the functionality of the Service Desk automation rules. Because of the way these triggers run in Jira they are not scripted and work out-of-the-box the same way a standard automation trigger works in Service Desk. The following triggers have been included:

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This example sets the assignee of the request to be the last person Service Desk agent to author a comment. Checks in the IF condition would make sure the user was an agent prior to executing this action.

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