Trying to configure to automate priority assignment in a JSM project

[Amardeep Banga]

I have a project where I'm trying to define priority to the a ticket based on Urgency and Impact defined by the user while the ticket is created.

Following this How do I create an impact urgency priority matrix? | Jira Service Management Cloud | Atlassian Support, however the instructions are not clear and I do not get the same results.

Can someone else explain what I need to do to simply priority definition.

My end goal is to configure SLA on the bases of the priority of the ticket.

[Jack Brickey]

Hi @Amardeep Banga ,

Assuming you have two fields (urgency and impact) and you have established your matrix of how the combination of these translate to priority then you can create a rule to set the priority of issues as they are created. You will use the If/Else action component to set the priority for each matrix row. Basically like below. Please share your rule if you get stuck.

Trigger - issue created

Conditions - as desired if you have conditions where you wish to proceed with the rule actions.

action - If urgency = xxx and impact = yyy then edit issue field priority = Highest

else if urgency = xxx and impact = zzz then edit issue field priority = High

...

[Amardeep Banga]

Thanks for your response Jake, really appreciated :)

I have created new custom fields, however I'm unable to configure the workflow and configure a post function. Hence I'm unable to proceed to the automation part.

I have followed the steps to add a transition in the workflow but unable to see an option to configure a post function.