Now the full power of SIL can be brought into Jira Service Desk!

Why should I care?

New triggers

Simplicity

Logging

Power

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:

• Issue Assignee Changed - This condition will trigger if any change is made to the issues assignee field.
• Attachment Added - This condition will trigger if any attachment (public or private) is added to the request.
• Work Logged - This condition will trigger if any work logs are added to the request.
• Issue Field Changed - This condition will trigger when the specified field is changed. This can be used for any custom field or standard issue field including assignee, summary, description, etc. Here is a list of 

Setup/Configuration

Jira Service Desk WHEN conditions operate like an event listener. Because of this they must be pre-registered with Service Desk and therefore they do not run off of scripts but are pre-built. This makes using one of the new triggers created by Power Scripts for Jira Cloud exactly the same as using an existing trigger, just select it from the list.

IF (Condition)

For the IF conditions a new condition called "SIL condition met" was added. This new condition will trigger a SIL script to confirm the issue matches the specified parameters and the automation should continue. Despite there only being one option for this the condition is backed by the full power of the SIL language. This means that extremely complex conditions can be created using SIL that would not otherwise be possible within Service Desk.

Condition Script

To create a SIL condition script simply return a true if the condition has been met and automation should continue or, optionally, return false if the condition was not met and the automation should stop.

if(issueType == "Bug") {
	return true;
} else {
	return false;
}

Setup/Configuration

1. To set up a new "IF" condition, click the "Add condition" button at the bottom of the Edit IF screen
   
2. Select "SIL condition met (PS)" from the list of available triggers then click Add
    
3. Select your condition script
   
4. Press Confirm
5. Save the changes to your custom automation

Example

Lets say that whenever a customer from a very important client creates a request you would like the priority of the request to be set to "Highest". You can not always rely on the customer being associated with an organization because the customer could be new and the Service Desk agent may not have associated them to an organization. One possibility would be to check the domain of the customer to see if it matches the domain of your important client.

string reporterEmail = userEmailAddress(reporter);

if(contains(reporterEmail, "@companydomain.com")) {
    return true;
}

The code above will return true if the reporters email contains the test "@companydomain.com". It was not necessary to add a false condition in this example since the condition will not be met unless a true value is returned. To finish this example and set the priority to "Highest" requires the THEN condition to be configured.

THEN (Action)

At this point the automation has been triggered (When), all conditions about the issue have been met (If), so now it is time to perform the automated action (Then). Power Scripts adds an additional action called "Execute SIL script" which does just what the name implies, it executes a SIL script. However, when this script is triggered it run in the context of the issue that it was triggered for. This greatly simplifies the script that needs to be written.

Setup/Configuration

1. To set up a new "THEN" condition, click the "Add condition" button at the bottom of the Edit THEN screen
   
2. Select Execute SIL script (PS) from the list of available actions and click Add
   
3. Select your action script
   
4. Press Confirm
5. Save the changes to your custom automation

Example

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

JComment com = getLastComment(key);
assignee = com.author;

assignee = currentUser();