About triggers, conditions, and actions in Legacy Automation

An automation rule is made up of three parts:

1. When this happens… triggers start the rule.

2. Optional If these match… conditions narrow the trigger to affect specific work items, users, comments, links, statuses, or resolutions.

3. Then do this… actions perform automated actions.

‘When this happens’ triggers

Automation rules require one When this happens… trigger to start an automated acton.

Available When this happens… triggers include:

• Comment added – A comment is added to a work item

• Comment edited – A comment on an existing work item is edited

• Work item created – A work item is created in the project

• Work item resolution changed – The work item’s resolution field is set or modified

• Status changed – A work item transitions through a stage in its workflow

• A linked work item is transitioned – A work item linked in the same Jira cloud site transitions through a stage in its workflow

• Participant added to work item – A request participant is added to the work item

• Organization added to work item – An organization is added to the work item, or someone shares a work item with an organization

• Approval required – The work item transitions to a workflow stage that requires approval

• Approval completed – An approval step on a work item is accepted or declined

• SLA time remaining – The work item’s SLA cycle reaches a certain time remaining

'If these match' conditions

Use optional If these match… conditions to target specific work items or other activity on your service project.

If these match… statements can vary depending on the When this happens… trigger.

Available If these match… conditions include:

• Work item matches – A work item matches a certain filter

• Comment visibility – A comment is visible either internally to agents or externally to customers

• User type – The user type is customer or agent

• Comment contains – A comment contains a key phrase

• Comment is primary action – A comment is the primary action and not the consequence of another action

• Resolution change – The work item’s resolution status change either sets or clears the resolution field

• Status change visible to customer – The work item’s workflow status change is visible to the customer

• Link type matches – A link type matches a certain type of link

• Linked work item matches – A linked work item matches a certain filter

‘Then do this’ actions

A When this happens… trigger sets the rule in motion. The Then do this… action is the automated action or outcome of the trigger.

Available Then do this… actions include:

• Transition work item – Moves a work item forward or backward through its workflow

• Add comment – Comment internally to agents or externally to customers on a work item

• Alert user – Prompt specific users via an @mention

• Auto-approve/decline – Approve or decline a request based on your IF field

• Edit request type – Change a work item’s request type. Be sure your request types are the same work item type before applying this rule

• Create work item – Create a new linked work item in any project on the same site

• Edit work item – Change a field in the work item, such as assignee or priority. This affects fields that may not appear in each work item type

• Send email – Send a custom email notification

• Webhook – Send a POST request