Automation: the easy way to update your JIRA issues automatically

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January 10, 2017

Waving goodbye to manual admin

Are you sometimes overwhelmed by recurring tasks? Do you have to complete them manually, constantly remember to handle them and feel like they invade your thoughts and agenda every day? 

Chances are you don’t want to deal with every single issue created by your users, and you might be wondering how to automate them.

In every JIRA installation, the project manager or JIRA administrator has to spend a lot of time figuring out which issues need to be relaunched and which ones need to be abandoned. If you’re looking for a solution to automate tasks instead of completing them every week (or every day), you’ll probably be interested in the JIRA Automation add-on.

JIRA Automation add-on

Thanks to this add-on, I can now identify users who do not work on an issue with the priority Blocker. What’s more, it is done automatically, so I don’t need to spend time looking for these issues and writing to each user. From now on, I only have to find the correct JQL filter, write my comment and apply the automation. Automation is time-saving and enables me to spend time I did not have before completing other tasks.

After some researches around this add-on, I discovered there were many other useful functions… and it would be a pity to keep them to myself!

Unfortunately, this is the Beta version but it works as intended for all my tasks and I am sure it will quickly become a major add-on (if not directly included in the next version of JIRA!). Let me tell you a little bit more about this add-on…

What actually is Automation?

This add-on, developed by JIRA, has been around since January 2014. The first idea was to develop a new add-on to replace the current Jelly and the auto-transition listener add-on. The goal was to have the same configuration, but in a more user-friendly way.

The main features of Automation for JIRA are:

  • Executing a JQL script in a given time frame
  • Adding comments on existing issues
  • Configurating automation easily 
  • Reacting to various JIRA events
  • Accessing source code to add actions/triggers

Regarding all these configurations, I could define two different use cases for this add-on: the first one for JIRA, the second one for JIRA Service Desk. Firstly, I will go through the example of JIRA.

Automation with JIRA

Here are a few ideas you may wish to implement to take your team to the next level of efficiency if you are a project manager:

  • Comment on an issue if it hasn’t been updated for 15 days
  • Change a specific field if an issue hasn’t been updated for a week
  • Comment on an issue every hour if it has a Blocker priority and has not evolved
  • Trigger a transition if someone logs work on an issue
  • Trigger a transition if a specific field has been filled in
  • Reset a field if an issue is reopened
  • Assign a reopened issue to the last person who commented it
  • Update a field every 24 hours
  • Update a field if the due date is in less than four hours

Automation with JIRA Service Desk

Automation can help with With JIRA Service, too, by helping teams provide a better service.

Here is a list of possible rules you can create for JIRA Service Desk:

  • Change the priority of an issue if it was commented by somebody (a client for example)
  • Send a survey to your clients once their issue/ticket has been resolved
  • Call a client again if he did not answer your last comment a week before
  • Send an automatic response when a ticket is raised
  • Comment on an issue if your SLA ends in less than 10 minutes (and to restrict this comment to your developer)
  • Inform your client that your developer is on holiday and will get back to him as soon as he returns


Feel like this is what you need in JIRA? Let’s see  how you can configure these use cases.

Automation in action

Part 1: summary

To access the Automation add-on after installing it, go to System > Add-ons -> Automation.


Automation HomePage


This page contains all the information about your current configuration of Automation

  1. Automations you have already configured and their states (enable/disabled)
  2. Details of the automation selected:
    • name and status
    • trigger
    • actions
  1. Create a new rule (/automation) > See part 2
  2. Audit log > See part 3
  3. Configuration > See part 4

Part 2: new rule

Screen 1: rule configuration

Automation Rule Configuration


Add a name and an actor to the rule. (the actor will be the name used to define the rule, for example, it will be the user name for a new triggered comment). You can automatically activate this rule once it is created.

Screen 2: select trigger

CASE 1 : JQL Filter Trigger


Automation Select Trigger JQL


  1. If you choose JQL Filter Trigger, you will be able to launch a repetitive task depending on your JQL Filter
  2. Firstly, choose when you want to trigger this action using a CRON expression
  3. Finally, apply this action to your JQL query. (For example, only issues in a specific project with a specific assignee)

You can limit the result of your JQL query. This rule will only be applied to the first X results of your JQL search.


CASE 2 : Issue event trigger

Automation Select Trigger Issue Event

  1. Select the issue event you want (default issue events from JIRA)
  2. Apply this action to define issues through JQL search.

You can restrict the trigger action by defining a specific user.

Scren 3: add actions

Automation Add Actions


You can choose different types of actions:

Case 1 – set the assignee to the last commenter 

2/3 – You can restrict assignees to a group or defined users.

Case 2 – edit labels action

You can choose the labels you want to add to your issues and you can choose which labels you want to remove.

Case 3 – comment issue action

You can add a comment and restrict it to a user group (for example if you want it to be seen only by your developers).

Case 4 – transition issue action

You can choose the transition corresponding to the workflow to trigger the action. Be careful, this transition must be valid !

You can edit fields during the transition. The format will be the following : customfield_id=new_value or field=new_value (one per line)

Case 5 – edit issue action

Edit the fields you want in your issue. For each case, you can choose to deactivate the notification.You can add as many actions as you need.

Screen 4: confirm

Automation Confirm

This last screen will display each configuration you made on this rule. (You will find the same information on Automation’s homepage)

Part 3: audit log

Automation Audit Log


Every rule that will be created, deleted, deactivated and triggered will appear on this tab.

Part 4: configuration

The configuration tab enables you to define the number of rules to trigger in a short time.

How much does it cost ?

Now onto the important question – how much money do I have to spend?

Automation is free, but only available for download instance in Beta. You will not find any support nor documentation for now, but you can create an issue on the Bitbucket page (login mandatory) where the source code of this add-on is available.


Marketplace page

Article from Atlassian Labs

Add actions /triggers on Automation



  • Foxia


    We need to send an email when we click in “Ready” (when we finish it) to a specific Jira user (always the same, the administrator for example) and to a other user, this second user email it’s in a custom field of the issue.

    We could do that with this plugin?
    (Version: Atlassian JIRA 7.4.3)

    David Sierra

  • Abhimanyu Gadroo

    How to “append” multiple users in Request Participants field.

  • Karanpreet Ghuman


    How can I display value of a custom field in Comment Issue action ?
    ${issue.get(“Owner Name”)} doesnt seem to be working where “Owner Name” is a user picker custom field.


  • Pedro

    Hi Aude,

    I am looking for some assistance and not sure if your addon, can help. I am using JIRA Service Desk 3.3, with Automation and a few other addons. All seems to be working well, except for one part, which i would like to try to automate.

    We use a monitoring system, which is sending requests to create new issues in JSD, using the JIRA api. In the process of sending the request to JSD and the actual issue being opened, all works fine as well.

    The issue I am having is that one of the values JSD receives from monitoring is the customer ID, which populates a Search Field (Custom Field-Keppler).
    the normal behavior of this field is to get the value received and the update a number of fields, which are ‘child’ fields of that one.

    All of this happens, but if I enter the issue, I do not see the child fields populated in the ‘View’ screen.
    If I ‘Edit’ the issue, the fields are populated and only become visible in the ‘View’ Screen if I click on the update button. If I click ‘Cancel’ they won’t show.

    What I am looking for is some sort of automation, which is done right after the ticket is created, which will update those fields. Is there any module in your ‘Automation’ addon who does this?

    Do you know of any workaround I can apply to overcome this?

    Any assistance is greatly appreciated.


  • Joaquin Alvarez

    Thanks, I think that will solve the issue. It seems I was writing the custom ID for the field I wanted to edit but I was not writing the one for the value I wanted change. The log explained it!

  • Aude Dusacre

    Hi Colleen,

    As far as I know, only text and number fields are currently supported. Which means no dates can be automatically updated….

    I would suggest using a listener to perform this action instead.


  • Aude Dusacre

    Hi Joaquin,

    Most of the logs are located on your JIRA Server in the log folder of the Home Directory. (Check Atlassian Documentation for more information :

    However with Automation you also have an additional tab in the administration of the add-on to see all the “Event log” where you could also get more information about the error.


  • Colleen Turk

    This article was very helpful, but I’m still running into trouble trying to use Automation to store a date. I’d like to store the original due date so we know how close we stay to original estimates. I have a custom field for original due date (field id 10111) and I’m searching for issues that don’t already have an original due date entered.

    Type Issue Event Trigger
    Issue Event ISSUE UPDATED
    JQL expression OrigDueDate = null
    The event will be processed synchronously

    Edit Issue Action
    Edit fields customfield_10111=$issue.due
    Allow variable expansion Yes
    Send notification? No

    But I get the error message “Invalid date format. Please enter the date in the format “MM/dd/yy”. ”

    I’ve double-checked the date picker settings and all 4 are set to MM/DD/yy in the appropriate context. Any suggestions on what I have entered incorrectly for editing the field?

  • Joaquin Alvarez

    Thanks for the add-on. Automation is great. We use it daily to transition and label issues and it works smoothly. Now we are trying to create an Edit Issue Action to change “customfield_11602=No_feedback” but it gives and error. Hovering over the error it mentions _Check log for details_. Could you tell me where this log is? Any ideas why this error may occur?

  • Bruce Schlueter

    Hi Aude,
    thanks for the reply. That is exactly how I did it in the end.

    Regards, Bruce

  • Aude Dusacre

    Hi Bruce,

    The assignee field cannot be updated as it is a User field …
    Best solution would be to use a hidden transition in your workflow to remove the assignee and use automation to trigger this transition.


  • Bruce Schlueter

    How can I set assignee back to unassigned? I have tried $issue.assignee=-1 or $issue.assignee=”” or $issue.assignee=unassigned. What would be the correct notation?

  • Aude Dusacre

    Hi Damla,

    You could do it using the plugin (and another one like Exocet or Create on Transition by Bob Swift). However you have few add-ons already allowing you to create recurring tasks ( like TheScheduler or Recurring Tasks for JIRA or the new Automation for JIRA by CodeBarrel) which will be easier to setup.


  • Aude Dusacre

    Hi Kate,

    I’m not sure you can assign using Automation as you can only edit text or number fields. For me I’ll use a transition within your workflow who’s assigning the issue to the first member of the role. Automation will just trigger this transition.
    The post-function used to assign to a role depends on another add-on which is JIRA Misc Workflow Extension (


  • Kate Allison

    How do I assign to a project role?

  • Jonathan

    There’s an add-on by the name of “JIRA Misc Custom Fields” (free) that allows you to make formula-based fields.

  • Damla Dural

    can we create new issue using this plugin? if I am not misunderstood, we can comment, edit etc with it. However I need to find a way to create recurring issues. Can I do that using this plugin?

  • Petr Michna

    I would have another question regarding Components.
    Is it possible to add 2 or more Components via Automation? Something like: components=10101, 10102, 10103


  • Aude Dusacre

    Hi Abhishek,

    It depends on the version of JIRA you’re running on. If it’s JIRA version 7 or more, you have indeed the resolution date available on your filter : “resolutiondate <= -15d".

    If you're using a previous version of JIRA, then it's gonna be a bit more difficult on your queries. Probably something like : "status changed from "In dev" to "Resolved" on -15d" or "resolution changed ON -15d"


  • Aude Dusacre


    Sorry for the late reply, indeed most of values in JIRA will be related to the ID instead of the value …

    So for components it would be : components=13400
    It would be the same for versions, select lists, check boxes, …


  • Aude Dusacre


    I’m not sure you can perform sums in Automation.
    The best solution would be to trigger a transition and perform the sum as a post-function (script or misc custom field).


  • der alex

    Hi does anyone find a solution to fill the component field with a existing component?

  • Abhishek Tyagi

    Hi Aude,

    Please help…


  • GhostA Anubis

    Hi, please tell me how to get value from customfield_10704 and assign it to another customfield_10703?
    customfield_10704=customfield_10703.Get(10000) – Error! 🙁
    customfield_10704=$customfield_10703.Get(10000) – Error! 🙁

    And how can sum two values?
    customfield_10704=5+5 – Error! 🙁
    customfield_10704=sum(5+5) – Error! 🙁

  • Abhishek Tyagi

    Thanks and Hello Aude,

    But the case is that i want auto reminder after every seven days if the ticket is in resolved status and not updated from past seven days, I successfully do it by (project = IT AND issuetype = “IT Service Request” AND status = Resolved AND updated <= -7d)

    But at the same time i need close these tickets after 15 days means first reminder is after 7 days and then auto close the ticket if it is in resolved state and user doesn't provide it feed back(screen on feedback transition), coz only reporter close the issue condition is there.

    Can i use the query of all the tickets in resolved state from past 15 days in this case if yes than please tell me how and than i will apply this hidden transition on that.

    Thanks again…

  • Aude Dusacre


    Automation cannot really work when a screen is added to a transition. (even more when fields are mandatory).

    In this use-case I’m usually adding another transition in my workflow (from and to the same statuses) which will be hidden (condition), without screens and with post-functions to set field values I want.
    In automation I will then trigger this transition instead of the one with a screen.

    Does it make sense to you ?


  • Abhishek Tyagi

    Hi Aude,

    I just need more clarification on point 4 , I had a screen on closure on which “feedback” custom field is there and i need to select the option ” As per expectation” at the time of auto closure.

    Please help me out in this.

  • Aude Dusacre

    Hi Zuzana,

    You could try building the following :
    – Create one self-transition in you workflow which will be triggered depending on the frequency by Automation.
    – Within the transition, you can set as a post-function the ReminderDate as the current date (we will compare the eminder date + x time reminder instead of setting the date to the reminder date)
    – Create one automation per Frequency with a CRON Job
    — For daily for example the CRON Job will be triggered everyday and the JQL query will be :
    “ReminderDate < startOfDay()"
    — the action will be a transition which is what's been build in step 1.

    If you really want to ReminderDate to be set you could set it using a script in the post-function. Don't forget that usually the dates are set in Second in JIRA…

    Hope that helps,

  • Aude Dusacre


    Automation is not recommended for survey as the only solution would be to edit a text field, however I think you would like something more specific.

    If you’re using JIRA Service Desk, you have with the new version (i.e. V3) a survey feature which is adding a comment to a request so the reporter can add a mark (stars) for he resolution of his request. (see atlassian documentation).

    If you’re not using JIRA Service Desk, you have some add-ons available on the marketplace to build your own form and send it when a ticket is closed or resolved. You have “Customer Satisfaction for JIRA” from Candylio.


  • Aude Dusacre

    Hi John,

    The “Issue Moved” event seems to work only from one project to another (and not from one issue type to another).
    If you want to use it between projects, I would recommend to add all projects the issue can move from and to.

    Then the priority cannot be empty, it has to have value (either the default one or another one). To set the priority, it’s not the name displayed which has to be set but the ID (e.g. priority=2 which is usually the Critical priority).

    If you want to use the issue moved event between issue types, I would recommend to search into Scripted listener instead which could do it as well.


  • dbond

    Hi, can you explain how send a survey with automation to the customer even if they close themselves issues.

  • John


    I’m trying this Jira automation and its not working. I try to change the Value of Severity custom field but its not working.
    I attached the image of my settings. Does my config is right?


  • Zuzana

    We’ve been currently looking for a way how to deliver reminders on a particular schedule, which is issue specific. We have added custom fields ReminderDate and ReminderFrequency (daily, weekly, bi-weekly, monthly). Based on ReminderDate we look for issues using JQL search and send a reminder to assignees – all team members are subscribed to the filter. We were hoping to update ReminderDate field with a new value according to value of ReminderFrequency using JIRA Automation plugin. This way we would be able to remind assignee on regular basis. Unfortunately this operation seems to be currently unsupported for date fields 🙁

    Can you please help me with our use case? How to accomplish this with Automation plugin?

  • Aude Dusacre

    Hi Chris,

    Yes you could do it using automation as follow :
    1 – JQL filter Trigger : status = “In Review” AND updated <= -1d
    CRON can be whatever you prefer (every hour, half a day or every day)
    2 – Transition issue action : "Transition from In Review to Complete"

    Disable the notification is necessary and you can edit fields if you want as well.


  • Aude Dusacre

    Hi Maria,

    I’m not totally sure about my answer but I think the timespent must be in seconds so you should try “timespent + 900”.

    However in your use case, I would recommend to use the Escalation service from Script Runner. I think the tool will allow you to do more changes than automation using a groovy script.


  • Maria

    I’m trying to do the following without any success… Since JIRA tracking is only updating tickets when changing the status I was trying to update the values every 15 minutes with automation, but nothing happens. Could you maybe give me a hand? I know that I need to update ‘timespent’, ‘timeestimate’ and ‘workratio’, but for now I was trying to make work one of them. This is my configuration:


    Type JQL Filter Trigger

    JQL expression status = Solving

    Limit results

    CRON schedule 0 0/15 9-17 * * ?


    Edit Issue Action

    Edit fields timespent = timespent + 15m

    Allow variable expansion No

    Send notification? Yes


  • Great plugin! Although I’m still struggling… Is there a way to keep the time tracking of an issue (timespent, timeestimate values) up to date? Right now, in the way that JIRA works with time tracking, those values are only updated after a status transaction and I would like to have those values updated every few minutes. Thanks in advance!

  • Aude Dusacre

    Hi Bill,

    Thanks for your comment. Indeed you could do it using Automation. Set-up the rule to be triggered with a JQL Trigger, configure the cron expression to be every monday (something like 0 10 * * 1 (not tested)) and then limit the result to 10 issues. Careful, don’t forget to order the JQL query by updated or created date to have only the oldest !

    Then you can trigger a specific event which will be sent to the assignee (configured in the notification scheme).

    Hope that helps,

  • Thanks for the article. This got me thinking about a problem we have here.

    I need to email a reminder to the ten oldest ticket assignees every Monday morning. Do you think this plug in can do the job? My biggest problem is trying to limit the results to just ten. Is there a work around for this problem?

    Thanks again.


  • Aude Dusacre

    Hi Chris,

    Yes you can definitely do that using automation and a CRON expression.

    1 – JQL Filter Trigger
    2 – Run every half day or other (depending on what you want …)
    3 – JQL Expression : status = “in review” and updated <-24h 4 - Transition issue action : select the transition to "Completed" (make sure you don't have any screen or mandatory fields during this transition, otherwise create a new hidden transition just for that) 5 - Disable (or not) the notification. Cheers, Aude

  • This is a great article! I was wondering if you could help me. I would like to transition my workflow from “In Review” to “Complete” if there has been no action for 24hrs. Is it possible to do this with this plugin?

  • Aude Dusacre

    Hi Arbresha,

    Yes, of course ! For one automation you can add two rules, the first one to comment and the second one to transition (careful you should add a global transition to Close so that you’ll get no errors when Close transition is not available).

    The JQL query used to filter the issues should be containing : “updated <-5d" Cheers, Aude

  • Aude Dusacre

    Hi Denis,

    The priority field is really specific in JIRA as it is a default field. Instead of using the values (“High”, “Medium” …) you have to use the id of the value which should be 1, 2, 3, 4 … you can find it in the Edit link of the value 😉


  • Hello, thanks for great plugin.
    I’ve small question: when i try to change priority of issues i allways get the same error in Event Log – “The priority selected is invalid”. In Actions there “Edit issue – Fields set: ‘priority = NORMAL”. What am i doing wrong?
    p.s. i’ve custom priorities in jira – they written on russian languge, can it be the reason? May be i could assing priority by number, or id, for example? Thanks

  • Hi Aude
    Is it possible to create an automation rule to comment then close a ticket when no response after 5 days.
    Feature Request:
    Ability to alert customer when they do not respond 4 days after that issue will be close and 24 hours after the status gets close after no response.

  • Raj

    Can I transition a JIRA issue if commits matching that issue in bamboo( master plan) [after pull request merge] build successfully?

    I can trigger a transition from stash when a change is merged. but cant find a way to transition a workflow based on bamboo results.

  • Aude Dusacre

    Hi Vertexcs,

    Thanks for your comment ! It’s always a pleasure sharing my knowledge and see that’s used by others 🙂


  • Aude Dusacre

    I don’t think automation is able to do it.
    Usually I’m using Exocet add-on to perform this action.
    I would suggest to search for other action as links require both issues (from and to) and with automation you will always have only the first one (from) …


  • Aude Dusacre

    Hi Manish,
    You should change your JQL to the following :
    project = TMN AND status = Resolved AND updated <= -5d For the email, yes you can trigger an event to send an email to project admins. 1 - Add a new event 2 - in project notification scheme : add project admins to this new event 3 - create an automation using JQL and CRON expression. JQL will be something like "SLA = breached()" 4 - Action will be "Publish Event Action" with the event created in step 1. However, be careful, my example here is sending when sla is breached even if an email has already been sent. So depending on you CRON expression the same ticket could be sent a lot of time. If you want to send only on email if SLA has been breached, I would suggest to add an action "Edit issue" where you're setting a hidden field "SLA alert sent?" to Yes and then add this condition in your JQL. Hope that help. Aude

  • Aude Dusacre


    Unfortunately, I think watcher is one of the fields which cannot be updated with Automation when using Edit Action.

    However I know you can do it using script runner as a scripted post-function or using the add-on JIRA Workflow Toolbox.


  • Aude Dusacre

    Hi Chandeep,

    Sorry for the late reply.

    You can indeed achieve it using automation. First select a JQL Query which are getting only sub-task where parent task are in status “Approve” (something like “issuetype in subTaskIssueTypes() and issueFunction in subtasksOf(“status = Approve”)”). Then you can transition the subtasks as an action to approve. Be careful, no screens or validators should be on this transition to avoid any errors during the automation.


  • Hi I would like to know if automation plugin is able to create issue link. I know that the link needs to have a parent and then an action like relates to or depends on, i would like to know if it is possible to access such data with the automation plugin

  • Hi Aude,

    We have few concerns regarding Automation plug-in and need to have clarification on the same.

    Can we close our issue from resolve status to close after 5 days of no action via automation plug-in?
    I have tried it but no action is taken on below JQL:
    project = TMN AND status = Resolved AND updated = -5d

    Could you please assist me how to achieve above condition?

    Also can we send an email to project admins if SLA is breached via automation tool?

    Hope to hear soon from you.


  • Thanks for sharing this article. It is very informative and useful to understand all about the Automation update of Jira issues automatically. There is lot of information in this article and I will continue to read this type of article at your blog.

  • web

    Have you been able to update the watchers field with “issue created” trigger? Thanks

  • If the parent issue is in Approved state and a new sub-task is created in it then we want to automatically transition sub task issue to “Approve” status. Kindly assist if this is possible and how do we achieve this.

  • Aude Dusacre

    Hi Paul,

    Your configuration looks fine to me.

    Do you have errors in Automation Logs telling you why it doesn’t run anymore ?
    Or maybe you will have it in atlassian Log (JIRA-home -> log -> atlassian-jira.log).

    Can you tell me what version of JIRA and Automation you’re using ?


  • Aude Dusacre

    Hi Yohann,

    Thanks for your comment.

    Regarding your requirements I would suggest to change the trigger to a schedule job (e.g. every day) and to add you can add at the end of the JQL filter : “and updated = -7d”. Like that it will trigger your automation everyday when issues have been updated last time 7 days ago.

    All the best,

  • HI !
    Please help me.
    I created JQL Filter Trigger , but it works only after restart the server , and only once.

    Type -> JQL Filter Trigger

    CRON schedule -> 0 0/3 9,10,11,12,13,14,15,16,17,18 * * ?

    JQL expression -> project = “XXX” AND status = YYY AND issueFunction in linkedIssuesOf(“status = ZZZ”)

    Workflow Transition -> Service Requests: WWW (881)

    What am I doing wrong?

  • Hi !

    Just a quick question, I don’t really know how to use JQL queries so maybe that’s the problem but I would’ve liked to automate a transition as soon as 7 days since the last update have passed.
    So far, I have the transition with a condition of “Wait 7 days since last update” but I can’t seem to automate the transition using the plugin seeing as it just checks as soon as the event I chose is fired and if the transition is not valid, it doesn’t do anything… Any idea on how to get that to work ?

    Thanks in advance and thanks for the great article !


  • Aude Dusacre


    The actor of the rule will be the name of the user which will trigger the issue, i.e. the username displayed on the issue History Tab if an automation has been triggered. This user will also defined the timezone used if you’re using a CRON job.

    That’s why an actor can only be a user…

    If you want to set permissions on who can triggered the automation, on the second screen of the rule, you’ve got a tick-box to “Restrict which users can trigger this event?” . If you checked this option you will then be able to define which user (or group of users) can triggered this automation.

    Hope that helps,


  • Hi,

    I would like to know if the “actor” field while creating a new rule could be a group of users. I want the rule to be trigger for all members belonging to a particular group.



  • Aude Dusacre

    Hi Marcin,

    Automation cannot answer to your requirement but I’m sure you should be able to do that using a script (if you’re familiar with groovy Script)>


  • Aude Dusacre

    Hi Sam,

    Unfortunately you can’t edit a User Picker field with Automation.

    However you could trigger a transition and in this transition you could copy the value from POC Value to Assignee (it’s a post-function available from Suite Utilities free add-on).

    Hope that helps,

  • Hi,
    Is it possible to write a rule which will move due dates?
    e.g. I have a task with 3 sub-tasks, each consecutive one is dependent on the previous (blocked by) and their due dates are set accordingly. There is a 1 week delay on the first sub-task and I change its due date to 1 week later. I would like for each issue linked to it to automatically adjust their due dates (each move its due date by 1 week forward).
    Could this be done?

  • Hi,

    I have a custom user picker (ex. “SPOC”). User choose a user for this custom field but leave assignee unassigned. I tried to use the automation for assinging the POC value to Assignee field


    But it throws an error saying,
    User ‘xxxx.x(xxxx.x)’ does not exist.

    Any idea ????

    Thanks in advance

  • You should be able to use the “Fields” on the Transition issue action – they take format key=value, like resolution=Fixed

  • Aude Dusacre

    Hi Ozgur,

    Unfortunately you can’t automatically transition issues if this transition has required fields or a screen.
    My workaround would be to add a global transition to your “Close” status, add a condition to hide it from everyone and finally to use this new transition in Automation.

    If you want to automatically set fields during this transition, you can use the “Edit issue actions” to add your fields value then add the “Transition issue action”.

    Tell me if that helps 🙂

  • Hello,

    I try to use this plugin with your blog. I have problem about automatic close action.

    We have a validation on the close event with workflows. User must fill the close form.

    How can fill the validation form automatic close action with this plugin. Thanks.

  • Aude Dusacre

    Hi Stian,

    I would probably recommend to create a new status in your workflow called “Waiting” (or anything 🙂 ) available from any other status. The due Date must be filled in during the creation.
    You will have to set 2 different automation :
    Automation 1 :
    – Issue trigger event : issue created + JQL = duedate >= -48h
    The JQL Query should be more precise (name of Service desk project and issue type at least).
    – Transition Issue Action :

    Automation 2 :
    – JQL Filter Trigger : CRON Schedule = 0 1 * * * ? + JQL = duedate < -48h The cron job can be change if you want to. - Transition Issue Action :

    This is how I would have done that, maybe it’s not the best solution 🙂


  • Hi,

    We get alot of issues where users are requesting help for something ahead of time (using JIRA Service Desk).

    F.ex: “Hi, I am going to use the auditorium next Monday and would like someone to be there between 12-13 to for techincal assistance.”

    We would like to have issues hidden from view and not have the “Time to resolution”-ticker starting until 48hrs before the due date we set on the issue.

    My thoughts on accomplishing this was by setting a due date and resolving the case as “Incomplete”, then use JIRA Automation to trigger a status transition from Resolved to Open again 48 hrs before the due date.

    Is this possible? If so, how?

  • Aude Dusacre

    Hi Ciara,

    I’m not sure I will be able to help you with this issue without knowing your configuration. But this is what you should check when you’re using “Transition Your Issue” :
    1 – Check which user is triggering the automation ? (first step when you’re creating the rule)
    This user must have the permission to perform this transition.
    2 – Check the condition/validators in your transition.
    The user you’ve set earlier should be able to perform the transition. If a field is required or a specific value, automation will fail if it’s missing.
    3 – No transition screens.
    Automation can trigger a transition automatically if you’ve set a transition screen for this transition.
    4 – JQL Query and Transition
    When you restrict your automation to specific issues using a JQL query, make sure the result of this query will always use the same Workflow and will be able to trigger the transition.

    Let me know if it helps,

  • Hi,
    I am trying to use the Transition Issue Action and it is returning the following error: User name and Password must be set.

    Where should this be set?

    Thank you in advance.

  • Aude Dusacre


    Unfortunately, you can’t set a calculated date with Automation …
    Automation will set custom field with a specific value depending on your JQL query.

    However, if you know how to create a groovy script, you can add it to your Create Transition and set a specific due date depending on the priority using a “switch case” loop.

    Don’t hesitate to use our contact form to ask for more information (specific to your need 😉 ). I know it can be scary when we start talking about script.

    Kind regards,

  • Is there a way to have the due date automatically populated by priority? i.e. If an issue is created with the priority of “blocker” set the due date to 8 hours from creation? If “critical” set to 24 hours from creation date?

  • Aude Dusacre

    Hi Patrick,

    “Publish Event Action” can trigger notification to specific people depending on a JQL query (or a CRON Expression).

    As a use case, I can think of : You want to send a notification to your Team manager when an issue is not resolved but reached the due date.

    Actually you have to follow to process below if you want to use it properly :
    – First you have to create a new event (from Jira Admin -> System -> Events)
    – Then you have to set the notification scheme with the recipients of email (or Hipchat Message) for this new event (e.g. your team manager)
    – Finally create your automation rule : e.g. CRON Expression -> Every Day -> JQL Query -> status not in Close, Resolve and duedate < now() -> “Publish Event Action” -> Your new event.

    Kind Regards,

  • Hi,
    I like the Automation plugin but I have no idea what the “Publish Event Action” is supposed to do! Does someone know?

  • Aude Dusacre

    Hi mariu5,

    Unfortunately, what you’re trying to do can’t be performed with Automation.

    I guess one of the only thing you can’t do with it is moving an issue to another issue type … This change requires more configuration (potentially new required fields, new workflow …)

    I can suggest you to use Scrip Runner ( to do it. Simply add a custom script during the “Create” Transition of your Workflow as a post-function.

    Kind Regards,

  • Hi

    Thanks for the great article.

    I’m trying to change the issue type of an issue to “Access” based on the summary.

    Everything seems to run fine as there are no errors in the log but the type doesn’t get changed.

    Type -> JQL Filter Trigger
    JQL expression -> summary ~ “FTP Account Request from”
    Limit results -> none
    CRON schedule -> 0 * 06-23 * * ?

    Edit fields -> $issue.type=bug
    Allow variable expansion -> Yes
    Send notification? -> No

    What am I doing wrong?


  • Aude Dusacre

    Hi Jan,

    Yes you can update one field depending on a value from another field.
    In automation, you will have to set a JQL filter with the first value you’re looking for. And then automate the change of the second value you want to set.

    Example : you want to change the value of Customfield2 when the value of Custonfield1 is Value1.
    1 – Your automation will be triggered when issue is created.
    2 – Your JQL filter will be : customfield1 = value1
    3 – Your action will be to edit a field : customfield2 = value2

    This methodology means you will have to create one automation per value of customfield1.

    Let me know if it’s what you wanted !
    Kind regards,

  • Jan


    is it possible to update one field with another?
    I’m using this to update the CustomerRequestType from the Service desk with the standard issue type field.
    How is this done?


  • Aude Dusacre

    Hi Aron,

    Yes I think Atlassian is not making any marketing plan for this add-on because it’s still in Beta …
    But maybe this feature will be directly added to JIRA or they will release a new version … 🙂

    I really hope so because like you said, this add-on is really powerful and useful for any JIRA implementation !

    All the best,

  • Aude Dusacre

    Hi Rob !

    Thanks for your comment !

    I tried with my version of JIRA and Automation and I succeeded to trigger both of my actions (comment and auto-assign).
    I know the auto-assign action can only be done if there is no “assign” field during the transition (if you trigger the automation during your workflow).
    If you have an “assign” field, it will overwrite the value of your auto-assign action.


  • This is a great article. I totally agree, that there is lots and lots of potential in the Automation Plugin.

    Unfortunately, Atlassian is not marketing this plugin very aggressively (maybe because its in beta?). Thus, the download counts are not very high. plugin vendors are not extending it with new triggers and actions, and generally speaking the traction is not there yet.

    Let me note, that we at Midori developed a new automation action to export PDF documents from issues and other JIRA data. This extension is available at:

  • Rob

    The one thing I would say about this plugin, and the current 6.2.6 build of JIRA, is that you can’t have multiple actions in each automation rule.

    For example, Add a comment and auto assign it. You can only do one. This seems to be a bug in the plugin. I’ve reached out to their issues page, but not header anything back.

    It’s a shame, as this could be very powerful.