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Apps and applications can react to conditions/events in Jira Service Desk via automation rules. An automation rule triggers an action when an event occurs or a condition is reached. This page describes how to configure an automation rule to fire a webhook that notifies your app or application. For example, you might use a webhook to alert your remote application when an SLA is about to be breached.
Alternatively, if you want an automation rule to directly trigger an action in a remote system, you can implement an "automation action" (i.e. a custom action). For details, see Guide - Implementing automation actions.
In addition to webhooks in Jira platform, the automation engine of Jira Service Desk can trigger webhooks as part of configured automation rules.
When you configure a rule, you can specify WHENs and IFs, then use the webhook to define your action. For example, this image shows a rule that uses a webhook to page second-level support when a "Time to Resolution" SLA is about to breach:
URL -- In Jira Service Desk Cloud, use port 80 for "http://" URLs and port 443 for "https://" URLs.
Include payload -- If you choose the Include payload in request body option, a JSON object containing the action details is attached to the request body.
The JSON payload of the request will contain the following fields:
The information in the payload is generated by the user who runs the automation rule. This user can be configured as the Project Default or the user who triggers the rule. If the user does not have permission to see some fields, then those values do not render. See Automating Your Service Desk for more info.
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