JMWE

INC-RULE-001

Require Reason for Pausing Work

Addresses the high-frequency rework loop between 'Work in Progress' and 'Pending', which affects 27.68% of all items and contributes to the overall 40.04% rework rate. Requiring a comment provides context for delays and discourages unnecessary status changes.

Trigger

Work in Progress → Pending

Actions

·validator: Comment Required Validator

Script JMWE JSON

[
  {
    "type": "validator",
    "name": "Comment Required Validator",
    "config": {
      "errorMessage": "Please provide a comment explaining why this incident is being moved to 'Pending'."
    }
  }
]

INC-RULE-002

Auto-assign Incident based on Subcategory

Reduces manual triage time and potential for mis-routing by leveraging the strong correlation between 'Subcategory' and 'Assignment Group' observed in the data. This accelerates the time to start work, impacting the 62.99 hour average duration issues spend in 'Open' before moving to 'Work in Progress'.

Trigger

Start → Open

Actions

·post_function: Set field value

Script JMWE JSON

[
  {
    "type": "post_function",
    "name": "Set field value",
    "config": {
      "field": "Assignment Group",
      "value": "{% set subcat = issue.fields.Subcategory.value %}\n{% if subcat == 'Software Installation' or subcat == 'Application Defect' %}\n  Application Services\n{% elif subcat == 'Mail Archive' or subcat == 'Access' %}\n  Email\n{% elif subcat == 'Access to File Share (Internal)' %}\n  Shared files and folders\n{% elif subcat == 'Data' and 'GBA' in issue.fields.Summary %}\n  ERP Solutions\n{% elif subcat == 'PC' or subcat == 'Monitor' %}\n  Computer/Accessories\n{% else %}\n  {{ issue.fields['Assignment Group'] }}\n{% endif %}"
    }
  }
]

INC-RULE-003

Require Justification for Reopening Completed Incidents

The 'Completed' to 'Work in Progress' transition represents pure rework for 2.68% of incidents. Requiring a comment helps identify the root cause of these reopenings (e.g., incomplete fixes, user error), contributing to a reduction in the overall 40.04% rework rate.

Trigger

Completed → Work in Progress

Actions

·validator: Comment Required Validator

Script JMWE JSON

[
  {
    "type": "validator",
    "name": "Comment Required Validator",
    "config": {
      "errorMessage": "Please provide a comment explaining why this resolved incident is being reopened."
    }
  }
]

INC-RULE-004

Mandate 'Close Code' before Completion

Ensures that all resolved incidents have critical resolution information captured. The 'Close Code' field is already used in over 99% of items; this rule formalizes the practice to prevent data gaps and improve the quality of post-incident analysis.

Trigger

Work in Progress → Completed, Pending → Completed

Actions

·validator: Field Required Validator

Script JMWE JSON

[
  {
    "type": "validator",
    "name": "Field Required Validator",
    "config": {
      "field": "Close Code",
      "errorMessage": "The 'Close Code' is required to move this incident to 'Completed'."
    }
  }
]

INC-RULE-005

Auto-close Completed Incidents after 5 Days

The 'Completed' to 'Closed' transition has a long average duration of 168.87 hours (approx. 7 days). This automation reduces manual toil by closing incidents after a 5-day confirmation period, ensuring a consistent and timely closure to the incident lifecycle.

Trigger

Work in Progress → Completed

Actions

·post_function: Transition Issue

Script JMWE JSON

[
  {
    "type": "post_function",
    "name": "Transition Issue",
    "config": {
      "transition": "Close",
      "delay": "5d",
      "condition": "{{ issue.status.name == 'Completed' }}",
      "runAs": "addon"
    }
  }
]

INC-RULE-006

Notify Leadership on High Priority Incidents

Ensures immediate visibility for critical incidents, which make up 3.3% of the total volume ('1 - Critical' and '2 - High'). This automation helps mobilize resources quickly to mitigate business impact and meet service level agreements.

Trigger

Start → Open

Actions

·post_function: Send an email

Script JMWE JSON

[
  {
    "type": "post_function",
    "name": "Send an email",
    "config": {
      "conditionalExecution": "{{ issue.fields.Priority.value in ['1 - Critical', '2 - High'] }}",
      "to": {
        "value": "incident-managers@example.com",
        "type": "email"
      },
      "subject": "High Priority Incident Created: {{issue.key}} - {{issue.summary}}",
      "body": "A new incident with priority '{{issue.fields.Priority.value}}' has been created by {{currentUser.displayName}}.\n\nLink: {{issue.url}}"
    }
  }
]