I have set up the system so that users define the priority of the ticket by setting the Impact and Urgency values as setup in this helpful article:
Impact & Urgency
This all works fine and the priority is set.
I have setup some automation to send out emails and slack notifications when any Priority "Blocker" or "2" are raised from the impact/urgency matrix. However I am finding that when the ticket is created it is automatically a P3 until something behind the scenes calculates what the priority should be from the impact/urgency matrix. By this time the slack/email triggers have checked and found no P2 or Blocker raised.
If i change the automation to pick up P3 as well then the slack/email alerts work. The body of the message states P3 but when you click on the link into the ticket it is correctly set a P2 or blocker. So what I really need is for the automation to be delayed monetarily until the priority has been set correctly.
Any ideas if this is possible?
Thanks
Phil
