At Atlassian, we believe in a simple motto - automate everything that can be automated and streamline everything that can't. Join us on a journey into automation and demystify processes that allow you to supercharge JIRA Service Desk. From the automatic assigning of incidents to the correct team member, to resolving tickets once the linked JIRA software ticket is resolved -- discover how JIRA Service Desk scales with your business. Let the product work for you, so your IT team can work on what matters. Vincent Wong, Product Manager, Atlassian

1. Automation Awesomeness
Scaling JIRA Service Desk
VINCENT WONG | PRODUCT MANAGER | ATLASSIAN

2. Does work feel like this?

3. Or this?

4. Let the
machine
do the
boring bits

5. Automation Engine

6. Simple as 1,2,3!
WHEN IF THEN

7. THEN
IF
The trigger
• Issue created
• Comment added
• Status changed
• SLA time remaining/ breach
• A linked issue is transitioned
• Approval required
• Organisation/ participants added to issue
WHEN

8. The matcher
• Issue matches (JQL)
• Comment contains text
• User type (public/private)
THEN
IF
WHEN

9. The action
• Transition issue
• Edit issue (fields)
• Add comment
• Alert user
• Send email
• Auto approve/decline
• External web hooks
THEN
IF
WHEN

10. AUTO ASSIGN TO INCIDENT

11. AUTO ASSIGN TO INCIDENT

12. AUTO ASSIGN TO INCIDENT

13. UPDATE FROM LINKED ISSUE
Create and Link

14. UPDATE FROM LINKED ISSUE

15. AUTOMATE STANDARD CHANGE
auto approve auto deploy

16. AUTOMATE STANDARD CHANGE

17. AUTOMATE STANDARD CHANGE

18. AUTOMATE STANDARD CHANGE

19. Automation
is like lego

22. Thank you!
VINCENT WONG | PRODUCT MANAGER | ATLASSIAN