Jira Automation

a4j-rule-001

Auto-close stale 'Completed' Incidents

Automatically transitions incidents from 'Completed' to 'Closed' after 5 days of inactivity. This addresses the average 7-day delay observed in the data for the 'Completed -> Closed' transition.

Trigger

scheduled jql

Actions

·transition issue

·add comment

Script Jira Automation JSON

{
  "name": "Auto-close stale 'Completed' Incidents",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "ruleScope": {
    "resources": [
      "ari:cloud:jira::site/SITE-ID"
    ]
  },
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.jql.scheduled",
    "value": {
      "cron": "0 0 9 ? * MON-FRI *",
      "jql": "status = Completed AND updated <= -5d AND issuetype = 'Work Type = Incident'"
    }
  },
  "components": [
    {
      "component": "ACTION",
      "type": "jira.issue.transition",
      "value": {
        "transition": {
          "name": "Completed - Closed"
        }
      }
    },
    {
      "component": "ACTION",
      "type": "jira.comment.add",
      "value": {
        "comment": "This incident has been automatically closed after 5 days in the 'Completed' status due to inactivity."
      }
    }
  ]
}

a4j-rule-002

Nudge stale 'Pending' Incidents

Adds a reminder comment to incidents that have been in 'Pending' for 3 days. This is based on the evidence that tickets wait in 'Pending' for an average of 47 hours (~2 days) before being actioned.

Trigger

scheduled jql

Actions

·add comment

Script Jira Automation JSON

{
  "name": "Nudge stale 'Pending' Incidents",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "ruleScope": {
    "resources": [
      "ari:cloud:jira::site/SITE-ID"
    ]
  },
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.jql.scheduled",
    "value": {
      "cron": "0 0 9 ? * MON-FRI *",
      "jql": "status = Pending AND updated <= -3d AND issuetype = 'Work Type = Incident'"
    }
  },
  "components": [
    {
      "component": "ACTION",
      "type": "jira.comment.add",
      "value": {
        "comment": "This incident is currently in 'Pending' and awaiting a response. Please provide an update. Note: This ticket will be automatically closed if there is no update within the next 4 days."
      }
    }
  ]
}

a4j-rule-003

Auto-close 'Pending' Incidents after 7 days

Automatically closes incidents that have been in 'Pending' for 7 days due to no response, setting the 'Close Code' to 'No feedback from user', which is an existing close code.

Trigger

scheduled jql

Actions

·edit field

·transition issue

Script Jira Automation JSON

{
  "name": "Auto-close 'Pending' Incidents after 7 days",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "ruleScope": {
    "resources": [
      "ari:cloud:jira::site/SITE-ID"
    ]
  },
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.jql.scheduled",
    "value": {
      "cron": "0 0 9 ? * MON-FRI *",
      "jql": "status = Pending AND updated <= -7d AND issuetype = 'Work Type = Incident'"
    }
  },
  "components": [
    {
      "component": "ACTION",
      "type": "jira.issue.field.edit",
      "value": {
        "fields": {
          "Close Code": {
            "value": "No feedback from user"
          }
        }
      }
    },
    {
      "component": "ACTION",
      "type": "jira.issue.transition",
      "value": {
        "transition": {
          "name": "Close"
        }
      }
    }
  ]
}

a4j-rule-004

Flag Rework when Incident is Reopened

Adds a comment when an incident is transitioned from 'Completed' back to 'Work in Progress'. This transition is a clear rework signal, occurring in 2.7% of cases.

Trigger

issue transitioned

Actions

·add comment

Script Jira Automation JSON

{
  "name": "Flag Rework when Incident is Reopened",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "ruleScope": {
    "resources": [
      "ari:cloud:jira::site/SITE-ID"
    ]
  },
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.issue.transitioned",
    "value": {
      "from": [
        {
          "type": "STATUS",
          "value": "Completed"
        }
      ],
      "to": [
        {
          "type": "STATUS",
          "value": "Work in Progress"
        }
      ]
    }
  },
  "components": [
    {
      "component": "CONDITION",
      "type": "jira.issue.condition.jql",
      "value": {
        "queryString": "issuetype = 'Work Type = Incident'"
      }
    },
    {
      "component": "ACTION",
      "type": "jira.comment.add",
      "value": {
        "comment": "This incident has been reopened from 'Completed'. Please add a comment explaining the reason for this rework."
      }
    }
  ]
}

a4j-rule-005

Auto-assign unassigned High/Critical Priority Incidents

Automatically assigns any new unassigned incident with 'High' or 'Critical' priority to ensure it is picked up immediately, preventing delays for critical issues.

Trigger

issue created

Actions

·edit field

Script Jira Automation JSON

{
  "name": "Auto-assign unassigned High/Critical Priority Incidents",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "ruleScope": {
    "resources": [
      "ari:cloud:jira::site/SITE-ID"
    ]
  },
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.issue.created",
    "value": {}
  },
  "components": [
    {
      "component": "CONDITION",
      "type": "jira.issue.condition.jql",
      "value": {
        "queryString": "issuetype = 'Work Type = Incident' AND Priority in ('2 - High', '1 - Critical') AND assignee is EMPTY"
      }
    },
    {
      "component": "ACTION",
      "type": "jira.issue.field.edit",
      "value": {
        "fields": {
          "assignee": {
            "type": "AUTO"
          }
        }
      }
    }
  ]
}

a4j-rule-006

Route Password Reset Incidents to correct group

Automatically sets the 'Assignment Group' to 'Computer/Accessories' for new incidents with a 'Subcategory' of 'Password Reset' or 'Account Unlock', ensuring faster routing to the correct team.

Trigger

issue created

Actions

·edit field

Script Jira Automation JSON

{
  "name": "Route Password Reset Incidents to correct group",
  "state": "ENABLED",
  "canOtherRuleTriggerThis": false,
  "shareTeam": false,
  "tags": [],
  "ruleScope": {
    "resources": [
      "ari:cloud:jira::site/SITE-ID"
    ]
  },
  "trigger": {
    "component": "TRIGGER",
    "type": "jira.issue.created",
    "value": {}
  },
  "components": [
    {
      "component": "CONDITION",
      "type": "jira.issue.condition.jql",
      "value": {
        "queryString": "issuetype = 'Work Type = Incident' AND Subcategory in ('Password Reset', 'Account Unlock') AND 'Assignment Group' is EMPTY"
      }
    },
    {
      "component": "ACTION",
      "type": "jira.issue.field.edit",
      "value": {
        "fields": {
          "Assignment Group": {
            "value": "Computer/Accessories"
          }
        }
      }
    }
  ]
}