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Priority automation : workflow step not changing ?

Adrien_w4sc23

Hello, I'm new to Jira Service Desk and I wanted to use Urgency and Impact to set automatically my Priority field.

So I followed the below tutorial and it works great :-)

https://confluence.atlassian.com/servicedeskserver0315/calculating-priority-automatically-957506554.html

What I noticed is that the ticket status stays in "Priority Triage" instead of being on "Waiting for support".

So an agent's action is still required to click on the correct priority inside the ticket details before the status is changed to "Waiting for support".

Do I miss something here ? I would have supposed the status is changed automatically to "Waiting for support" as there is no manual action needed to set priority anymore.

Impact is that customers see status "Priority Triage" and not "Waiting for support" on customer portal, while Priority Triage should be invisible to them.

Second quick question I had about this topic : can I show the (automatically) selected Priority field on the summary screen that is shown after the ticket creation on the customer portal ?

Accepted answers

Olga Videc

Hello @Adrien

If you are stuck at Priority Triage that means that none or more than one conditions match.

Have you double-checked your automation rules?

Can you post your rules here? So we can locate the issue.

Also, the second part about priority is not possible at the moment

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-add-Priority-Field-on-the-customer-portal-My-request-view/qaq-p/631472

BR, Olga

All comments

Olga Videc

Hello @Adrien

If you are stuck at Priority Triage that means that none or more than one conditions match.

Have you double-checked your automation rules?

Can you post your rules here? So we can locate the issue.

Also, the second part about priority is not possible at the moment

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-add-Priority-Field-on-the-customer-portal-My-request-view/qaq-p/631472

BR, Olga

Adrien_w4sc23

Hello @Olga Videc , thank you very much for your answer.

I checked in the Automation Rules log and it seems the rules are executed in Success. I can indeed see the correct Priority set on my request afterwards, hence my question about why it does not move to the next step automatically.

Please find attached the Rules I implemented, following the table in the link I posted in my previous post, as well as the execution log.

Let me know if something seems weird to you, thanks a lot :-)

Olga Videc

Hello @Adrien

It's not working because you have no transition action.

You see the part in the documentation

Then: Transition issue, and select the transition that matches the value pair according to the matrix.

In automation rules, in then part add another action -> transition issue -> choose the desired status.

BR, Olga

Adrien_w4sc23

Thank you @Olga Videc , indeed that's what I needed I probably missed that part in the documentation.

I tested and i's working fine, thanks a lot :-) !

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