Process automation

When running a service desk, many mundane and repetitive tasks can end up wasting a lot of your team’s time. For example, after a request has been closed, if the customer subsequently adds a comment, 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 that require this kind of automation.

The good news is that Jira Service Management has a process automation feature that greatly reduces some of this repetitive tasks and allows each service desk owner (users with the Administer Projects permission) to set up the automation rules, as shown in the following screenshot:

Figure 11...