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2023-04-26T05:52:00Z

What are JIRA Service Management's automation capabilities?

Hello community,

I have a customer who is using Ivanti for service management but due to a merger is migrating to Jira Service Management.

Their Ivanti system has a high level of automation, including - adding/deleting/modifying users within AD groups and distribution/application lists, creating/modifying mailboxes, sending mail on behalf of users, task automation, application access, supporting approval processes, AD synchronization, etc.

Is JSM capable of this level of automation and/or are additional Atlassian products required? User (real-world) experiences would be much appreciated.

Thank you for your help.

reviewer2160720 - PeerSpot reviewer
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Anne Cubarrubia - PeerSpot reviewer
Real User
2023-08-20T20:27:09Z
Aug 20, 2023

Here are some of the automation capabilities of Jira Service Management:




  • Jira Automation is a no-code platform that allows you to automate tasks and processes in Jira Service Management. Use it to automate tasks such as adding or deleting users from groups, creating or modifying mailboxes, and sending mail on behalf of users.

  • Jira Workflows is a powerful tool that allows you to create custom ticket workflows. Use it to automate tasks such as assigning tickets to specific teams or individuals, sending notifications to users, and escalating tickets if they are not resolved promptly.

  • Jira Service Desk APIs allow you to integrate Jira Service Management with other systems and applications. You can use Jira Service Desk APIs to automate tasks such as syncing data between Jira Service Management and your Active Directory or sending notifications to users when a ticket is created or updated.



Jira Service Management's automation capabilities may be comparable to Ivanti's high level of automation, but some additional Atlassian products can be used further to extend the automation capabilities of Jira Service Management. For example, you can try using Jira Insight to automate the collection and analysis of data from Jira Service Management and Jira Config Management to automate the configuration of your IT systems.

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JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by: 1. Accelerating the flow of work between IT teams, development teams, and business teams 2. Empowering teams to deliver their service more quickly 3. Bringing visibility to their work Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline...
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