Process automation
When running a service desk, there are many mundane and repetitive tasks that can end up wasting a lot of your team's time. For example, after a request is closed, if the customer adds a comment afterwards, the request needs to be reopened so it will be placed back into the queue for agents to work on again. Normally, this would require either an agent to manually reopen the request, or you, as the JIRA administrator, to configure the workflow used by your service desk project to automatically reopen the request. This can be tedious for the agents, and overwhelming for you, if there are many service desk projects needing this kind of automation.
The good news is, JIRA Service Desk has a process automation feature that greatly reduces the complexity and allows each service desk owner (users with Administer Projects permission) to set up the automation rules, as shown in the following screenshot:
Follow the steps below to set up automation rules:
- Browse to the project...
