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New Capability: Automation Restore for Jira Service Management
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New Capability: Automation Restore for Jira Service Management

June 28, 2024

This blog covers why and how HYCU now offers one click restores of Jira Automations in Jira Service Management.

The Power of Automation in ITSM: Why and How HYCU Offers One-Click Restores for Jira Automations

Today is a race to automate everything. Automatically brew my coffee when I wake up? Sure. Automatically notify me when a bill is due? Done.

It’s not just at home, automation has made significant progress in IT, specifically engineering and now ITSM. Atlassian, starting with Jira brought automation to developers, team leads, and engineering leaders looking to reduce hours spent on repetitive tasks. One of my favorite automation rules is the ability to change the status of Jira issues after pull requests are created in GitHub. Although simple, this saves time and keeps data and tracking clean.

With the growth of Jira Service Management, Atlassian brought automations to help service desk and team leads drastically reduce time and energy spent on simple but repetitive tasks. Automation rules specific to Jira Service Management have brought a way to reduce manual effort for service desk agents, reduce human error, and accelerate resolution times. To make it even easier, Atlassian provides templates and examples of rules that can help your business to do the following:

  • Auto-close old Jira Support tickets
  • Re-open issues if customers comment on a closed issue
  • Auto-assign Jira issues for distributed teams
  • Auto-assign approvers
Screenshot of Automation templates for Jira Service Management

And of course, you can create custom automations rules specific to your needs. The possibilities are endless,and the more automation rules you use the more time agents can spend tackling complex issues and requests.

So many of our customers rely on many custom automation rules that were carefully crafted through the years.We’ve seen cases where enterprises use hundreds of customer automations, many of these rules were built by employees who are no longer there. With Atlassian Intelligence’s capability to generate custom rules with natural language, we see the number of automation rules skyrocketing.  

First, losing these automations can disrupt employee and customer experiences. Second, it will take your admins time and resources to rebuild these automations if they are completely lost.

Consequences of losing custom automation rules

Here is a breakdown of thec onsequences of losing custom Jira automations in your ITSM practice:

  • Disruption of workflows: If automations are deleted, the associated workflows will no longer function as designed, leading to manual work and potential confusion among service desk agents.
  • Increased resolution times: Without automations, service desk agents will have to perform tasks manually, leading to increased resolution times and reduced efficiency.
  • Inconsistency in service delivery: The loss of automations can result in inconsistent adherence to processes, as agents may follow different steps when manually handling issues.
  • Reduced customer satisfaction: Longer resolution times and inconsistent service delivery can negatively impact customer satisfaction.
  • Time and effort to recreate automations: Recreating lost automations can be time-consuming and may require significant administrative effort.

 

You’re probably asking, how could I possibly lose these automations? The most likely event is that someone in your organization is cleaning up rules and accidentally deletes one. We’ve seen this many times, but here are common scenarios where rules are accidentally deleted:

  • Human error: An administrator or user with sufficient permissions might accidentally delete an automation rule.
  • Migration issues: When migrating from one Jira instance to another or upgrading Jira, automations might be lost if not properly backed up or transferred.
  • Add-on conflicts: Conflicts between different add-ons or plugins can sometimes lead to the loss of automations.
Screenshot of the 'delete rule' within Jira Service Management

Do you think Atlassian should recover these automations here? Read this blog highlighting what you are responsible for in Atlassian Cloud. If you have a bit more time, watch this webinar breaking down the shared responsibility model

   

NEW in HYCU: One-Click Restore of Automations in Jira Service Management

In the event of an automation deletion, the restore process must be seamless and automated. Scripts, manual configurations, and data dumps are not acceptable solutions.

Now, HYCU, An Atlassian Ventures Company is the only Atlassian marketplace vendor that can provide an end-to-end restore of your automation rules. HYCU offers an end-to-end restore of Jira automations and their configurations. With HYCU, customers can directly restore an automation to production with a single click, minimizing disruption and ensuring that customer and employee experiences remain uninterrupted.

HYCU’s Jira Automation Rules backup and granular recovery feature is very valuable for end-customers. They can now effortlessly recover individual automations without needing to perform a full system restore. Reverting to a previous version of an Automation Rule is also greatly simplified. Compared to the old situation, this approach saves time significantly and also reduces downtime. Mark De Bont, Operations Manager - Atlassian Accredited, IDALKO

How it works: Rapid restore of Jira automations

Once a backup policy is assigned (this can be done in one click) just: select what you want to restore (a rule set or specific automation rule) and click on the rule you want to restore.When you restore an automation rule, the following associated components are also automatically restored:

  • Conditions
  • Triggers
  • Actions
  • Support Connections
Screenshot of Rapid restore of Jira automations

 

Your automations rules power your ITSM practice and saves you  time and resources, protecting them from deletions and misconfigurations is a priority. That’s why we’re thrilled to make this available for our customers. Restore of automations should be automated!

Interested in learning more?

  • Elevate your capabilities with R-Cloud

Shive Raja Headshot

Director of Product Management

Andy Fernandez is the Director of Product Management at HYCU, an Atlassian Ventures company.  Andy's entire career has been focused on data protection and disaster recovery for critical applications. Previously holding product and GTM positions at Zerto and Veeam, Andy’s focus now is ensuring organizations protect critical SaaS and Cloud applications across ITSM and DevOps.  When not working on data protection, Andy loves attending live gigs, finding the local foodie spots, and going to the beach.

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