How to Automate Jira Ticket Triage and Resolution?
Description
Support teams spend time sorting new issues. This workflow watches Jira for new tickets, adds labels and priority, and rewrites the summary so it is easy to read. It also suggests fixes using past solved tickets, so agents can respond faster.
A schedule trigger checks the queue every few minutes and a mark as seen step stops repeat work. It pulls up to ten open items from your project with JQL. An AI model classifies each issue, sets a priority number, and rewrites the summary and description using a structured format, so fields are always clean. The system updates the ticket in Jira, then searches recent resolved issues with matching labels. For each match it collects the comments, lets AI summarise the real resolution, and bundles those notes into a final suggestion for the open ticket.
Connect Jira and OpenAI, set your project key, labels, and the scan interval, then enable it. Teams usually see triage drop from minutes to seconds and a faster first reply with clearer notes for handoffs. This is useful for service desks, customer support, and product teams that work inside Jira and want a smart first response without extra headcount.
Tools Required
What this workflow does?
- Scheduled scans of Jira using JQL to fetch up to ten open tickets
- Mark as seen step to avoid reprocessing the same issues
- AI triage with structured output that returns labels, priority, summary, and description
- Direct Jira update of labels, priority, and a rewritten description with the original details appended
- Search for recent resolved issues that share labels with the current ticket
- Loop through similar issues, fetch comments, and summarise the true resolution
- Generate a final fix suggestion for the current ticket using the collected summaries
- Post the suggestion back to Jira as a comment for the agent and the requester
What are the benefits?
- Reduce triage time per ticket from 10 minutes to under 1 minute
- Shorten time to first response by about 60 percent
- Automate up to 70 percent of first reply suggestions with AI
- Improve label and priority accuracy by reducing manual mistakes up to 80 percent
- Handle up to three times more tickets without adding staff
- Connect Jira and OpenAI without custom code
How to set this up?
- Import the template into n8n: Create a new workflow in n8n > Click the three dots menu > Select 'Import from File' > Choose the downloaded JSON file.
- You'll need accounts with Jira Software Cloud and OpenAI. See the Tools Required section above for links to create accounts with these services.
- In the n8n credentials manager, create Jira Software Cloud credentials. Use your Atlassian site URL, your email, and an API token from your Atlassian account security page. Name the credential clearly, for example Jira Prod.
- In the n8n credentials manager, create an OpenAI credential. Generate an API key in your OpenAI account, paste it in, and save. Name it clearly, for example OpenAI Team.
- Open the Schedule Trigger node. Set the interval in minutes based on your volume. Start with every 5 or 10 minutes.
- Open the Get Open Tickets node. Update the JQL to match your project and status, for example Project = SUPPORT AND status = To Do. Adjust the limit if needed.
- Open the Mark as Seen node. Confirm it is set to remove duplicates so tickets are not processed twice.
- Open the Label, Prioritize and Rewrite node. Review the system prompt and define the label set you want. Keep the Structured Output Parser connected so the fields stay clean.
- Open the Update Labels, Priority and Description node. Confirm labels and priority map to the output fields. Keep the rewritten description and the original details as provided.
- Open the Get Recent Similar Issues Resolved node. Check the JQL time range and label filter. Extend the date range if your team closes tickets less often.
- Run the workflow once. In Jira, verify that a ticket gets labels, a priority update, and a rewritten description. Confirm a comment with suggested steps appears when similar issues exist.
- If no comment is posted, widen the label match, increase the look back period, or raise the Get Recent Similar Issues limit. Make sure your Jira user has permission to read comments and post comments.
- Tune the AI model settings in the OpenAI nodes if needed. Lower temperature for more consistent labels. When you are happy, activate the workflow and monitor results over a few days.
Need help or want to customize this?
Ask in the Futurise Pro Community.
Similar Templates
These templates were sourced from publicly available materials across the web, including n8n’s official website, YouTube and public GitHub repositories. We have consolidated and categorized them for easy search and filtering, and supplemented them with links to integrations, step-by-step setup instructions, and personalized support in the Futurise community. Content in this library is provided for education, evaluation and internal use. Users are responsible for checking and complying with the license terms with the author of the templates before commercial use or redistribution.Where an original author was identified, attribution has been provided. Some templates did not include author information. If you know who created this template, please let us know so we can add the appropriate credit and reference link. If you are the author and would like this template removed from the library, email us at info@futurise.com and we will remove it promptly.
