automator integrates JIRA and adds value for development teams


Business case

Software development teams often use JIRA to make their Software development activities efficient and effective. End Users on the other hand log requests in Self Service of their Service management tool. This is the correct place because the ITSM application is the tool where requests are being evaluated. After an end-user request for a software change has been logged different stakeholders usually evaluate from different perspectives wether the requested change is being developed or not.


The automator simply synchronises what you need between 4me and JIRA

The automator package that handles the bidirectional synchronisation between 4me and JIRA, allows to transfer exactly what is needed and useful. For instance the first note in 4me ends as the Description in JIRA. Other note entries in 4me end up as comments in JIRA. In 4me there is a direct link to the JIRA ticket. The JIRA ticket provides a link to the 4me request (or change). This adds value for the development team because the development team had probably no access to the end user request in the past.

Choices can be made like wether an update of the title in  JIRA updates the corresponding record(s) in 4me or not, and so on…


Reducing manual tasks

The automator again reduces tasks that have been performed manually in the past. The integration between 4me and JIRA reduces a couple of coordination and duplication activities.




Advanced workflows – link changes together


Business case

Workflows for new employees are often time consuming processes. To make it more efficient many organizations trigger a staff inflow change so that every stakeholder is on the same page. Sub changes are executed to get new hardware. This requires the capability to link changes together. In ITRP the automator adds this capability.

Advanced workflows staff inflow.png

ITRP specifics

A staff inflow change is created. That specific change fires sub changes whenever necessary.



The subchanges  run independently and report back to the main change when completed. For instance the “New computer” purchasing request runs its own workflow. When completed it tells the main change that the computer arrived and fires the computer installation task. The computer installation task also reports back to the change. The “Computer installed” checkbox is automatically ticked whenever the task is completed.

That way the “main change request” provides a useful summary what has been done.

A word from an actual customer

This automated workflow has the potential to save up to 30 % of time per “staff inflow request”.








Automator mail attachments


Business case:

If you integrate a small service provider via an email interface it is important to send attachments too. Thinking the other way around, attachments from the Service provider have to appear in the ITRP note of the request.


Email out attachments:

Adding a couple of lines of code to your existing mail out package makes it possible to send inline images and non-inline attachments.

// attach all inline images
$mailAttachments = [];
//Exec Engine v1: foreach($note in $request.notes) {
for($note of $request.notes) {
for($noteAtt of $note.attachments) {
        if ($noteAtt.inline) {
                filename: $,
                path: $noteAtt.uri,
                cid: "link-inline" // looks better on apple mail
                //cid: uuid()      // instantly loaded on outlook

//and non-inline attachment of last note
$lastNote = $request.notes.last();
for($noteAtt of $lastNote.attachments) {
    if ($noteAtt.inline == false) {
            filename: $,
            path: $noteAtt.uri
$mailData.attachments = $mailAttachments;

Email in – add attachments to the note:

Adding attachments from an incoming email to the note is even simpler. In that case you just need to add one line to the update statement.




These couple of lines of code help significantly to reduce coordination problems because of missing information.