Automate the lifecycle of a request
Outcome | Your team will be able to use automation to satisfy many recurring or repetitive tasks. |
|---|---|
Processes | - Review how cloud apps interact with automation |
Practice area(s) | Request management, change enablement, incident management, and service configuration management |
Product(s) in scope | Jira Service Management (Premium or Enterprise) |
Role(s) | Technical SME, Technical Lead, Team Member, and Administrator |
Step | Process | Notes/References |
|---|---|---|
1 | Create an automation rule. | |
2 | Assign the rule to a specific group based on certain criteria. | If the service request is of a specific request type then assign it to Group A. Otherwise, assign it to Group B. |
3 | Add a comment and send a customized notification to the user. | |
4 | Auto-approve based on predefined criteria. | |
5 | Send SLA warning and violation notifications. | |
6 | Resolve using existing knowledge articles. | |
7 | Automate the provisioning of resources. | |
8 | Auto-close requests after successful fulfillment. |
Manage change risk
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