Automating your Service Desk without third party apps

Automating Jira Service Desk is critical to ensuring high quality of service for your customers. We will demonstrate advanced automation techniques that do not require any apps from the Marketplace.

Out of the box, Jira provides a few Automation rules such as:

  • Transition on Comment
  • Update when a linked issue changes
  • Flag anonymous request
  • Reopen on comment

But, there are 3 common automation rules that should be added to most service desks:

  1. Notify customer of open tickets waiting for their response
  2. Close out a ticket if there is no long-term response
  3. Remind your team and team lead if a ticket is waiting on them

 

It’s not obvious how to build this out in Jira, and most admins will turn to the extremely powerful and useful Automation for Jira app. This is a great option if you have a need for a powerful automation solution, especially one that extends beyond your Service Desk projects.  However, if your budget is tight, and you have to make do without it, we have a solution for you.

The trick is to understand how to tie SLAs and Automation together effectively. We are going to share out configurations for each of the above rules to help you achieve the same.


Notify customer of open tickets waiting for their response

Step 1. Configure an SLA which tracks the time since a customers response. Set the target based on when you want to follow up with them, in our case that is 3 business days, or 24 hours on a M-F 9-5 calendar. The trick here is to leverage the fact that if the Start condition of an SLA is met, it completely resets the timer. This way, every time it goes back into their hands, this timer will reset.

Step 2. Configure an Automation rule that uses this SLA to remind the customer.

 

 


 Close out a ticket if there is no long term response

Step 1. Configure a second SLA which tracks the time since a customers response. Set the target based on when you want to stop waiting, in our case that is 5 business days, or 40 hours on a M-F 9-5 calendar.

 

Step 2. Configure an Automation rule that uses this SLA to close the ticket.


Remind your team and team lead if a ticket is waiting on them

Step 1. Configure a third SLA which tracks the time since your team sent their last update. Set the target based on what your internal SLAs look like, in our case that is 24 hours. Our public SLA is only M-F 9-5, but we try and respond 24×7 internally.

 

Step 2. Configure an Automation rule that uses this SLA to remind both the internal team, and the team lead.


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