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  1. Automation for Cloud
  2. AUTO-141

Improve available customization in Automation

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    • Resolution: Duplicate
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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Request Summary
      Can Service Desk Automation be improved to allow further customizations?

      • We would like to see a feature that allows users being assigned issue or one that allows user to pass values to fields that meet specific requirements set by the user.

      For example
      Emails that meet a specific scenario should be closed however because the close issue screen has required field that needs to be selected before the issue can be closed, the automation would always fail.
      Allowing the user to pass value based on configuration would allow them automate something like this properly.

            [AUTO-141] Improve available customization in Automation

            Lisa Forstberg added a comment -

            set a specific value of a specific field in the process of automation is a feature in the JIRA automation-plugin but not in the JIRA SD Automation. Right now we get around it thru creating a new transition, condition = allow only the "automator" to perform it and instead of validations on fields we add post-function to fill the specific fields. I have two steps the customers would want to automate Waiting for Customer => Resolve (resolution is required) and Resolve => Close.

            Would be nice if SD Automation at least can allow the same level of functionality as the JIRA automation, both for maintenance purposes and to avoid potential Jira vs Jira SD incompatibility issues.

            Lisa Forstberg added a comment - set a specific value of a specific field in the process of automation is a feature in the JIRA automation-plugin but not in the JIRA SD Automation. Right now we get around it thru creating a new transition, condition = allow only the "automator" to perform it and instead of validations on fields we add post-function to fill the specific fields. I have two steps the customers would want to automate Waiting for Customer => Resolve (resolution is required) and Resolve => Close. Would be nice if SD Automation at least can allow the same level of functionality as the JIRA automation, both for maintenance purposes and to avoid potential Jira vs Jira SD incompatibility issues.

              89403358cf11 Charlie Gavey
              ijimoh Ismael Olusula Jimoh (Inactive)
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                Created:
                Updated:
                Resolved: