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Agent e-mail notification showing the incorrect Priorty

Brian Clark_amziwn

We are currently using Jira Service Desk Cloud.

When our customers send in e-mails to our service desk we are setting the priority based on customer, and key information in the subject field. Currently this is working perfectly and as expected.

When said customer sends in an email request with critical in the subject, we set the priority to "Critical", kick off the SLA's and even have breaching rules to fire off OpsGenie alerts. The issue we are seeing is that the agent notification that gets sent when the issue is created shows the incorrect priority. Every agent notification shows the priority as "General", regardless of whether the automation rules set it as "General", "Urgent", or "Critical".

It seems that this is an issue with order of operations, with the agent notification being sent maybe before the prioritization automation happens. Can anyone shed some light on how to correct this

Accepted answers

Jack Brickey

So i'm guessing the priority is getting adjusted thru automation which likely is running after the ticket is actually created. this would explain why the first notification is showing general. Can you confirm? If this is not how you are setting the priority can you please detail that here?

All comments

Jack Brickey

Brian Clark_amziwn

That is absolutely how it is happening.

The layout of the Automation is as follows;

When this happens....

Issue Created

If these match....

Issue Matches..
summary ~ critical AND "Reporter Domain" = "customer.com"

Then do this...

Edit "priority"

Is there a way to set the automation to happen PRIOR to the email being sent.

Brian Clark_amziwn

Is there a way to set the automation to happen PRIOR to the email being sent, or to send the “issue created” email after the automation runs?

Jack Brickey

no. at least i cannot imagine how w/o changing the code. the earliest event the automation can trigger on is "issue created". maybe skip notification on created and leverage Updated? You could still notify the customer when the issue is created but hold on notifying internal agents until after priority is set.