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October 4, 2023
2 min
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Revolutionize Service Management with Automation

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Automation is a game-changer in modern service delivery. Combined with Jira Service Management (JSM), it has become a transformative force for organizational efficiency. But this powerful solution comes with its own set of challenges — challenges like implementation configurations, training time, navigating licensing and connecting apps.

But with the right tools, you can unite your Dev, Ops and business teams to respond to these business challenges and deliver exceptional always-on products and services.

In this webinar, our hosts, Cristian Astorga, Customer Solutions at ServiceRocket and Miguel Ramón, Technical Consultant at ServiceRocket, explore how automation can reshape the service delivery landscape and discover the power of automation with JSM as they discuss practical applications and real-world scenarios. They’ll also teach you how to unlock high-velocity teams to make work visible, deliver fast value and create work that flows easily between Dev & Ops teams to improve product velocity. 

Plus, you’ll see how automation can empower your organization by streamlining processes, minimizing human error and enhancing the overall customer experience — all within JSM by using three key automation rules:

  1. Triggers, which begin the execution of your automation rules. Triggers can include events in Jira Service Management, such as when an issue is created or when a field value is changed.
  2. Conditions, which allow you to narrow the scope of your rule. They must be met for your rule to continue running. For example, you can set up your rule to only escalate an issue if it is a high priority.
  3. Actions, which allow you to automate tasks and make changes within your site. They allow you to perform many tasks, such as editing an issue, sending a notification, or creating sub-tasks.

To help you better understand these automations, here’s an example of how they work together:

With the understanding of these basic automations, you can begin to build your own automation rules, including:

  • Auto-assigning issues to distributed teams: When a Jira issue gets created, it typically doesn’t have a default assignee. However, this rule gives you the flexibility to auto-assign issues based on the conditions you specify. For example, you can auto-assign issues based on the current workload of your agents.
  • Auto-closing inactive Jira support tickets: This rule allows you to use a scheduled automation rule to seek out old Jira tickets that customers have not responded to, close them and comment for transparency.
  • Reopening issues: When a customer comments on a closed ticket, this automation rule ensures the issue gets reopened and reassigned, and comments are added to the issue letting the customer know the issue has been reopened.

In this webinar, Cristian and Miguel will walk you through how to create these automations. Ready to supercharge your service management?  Watch the full webinar here:

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