Create a priority matrix using impact and urgency values - Next-gen Service Desk

antony_major

I've been trying to setup our next-gen Service Desk so that the priority is automatically assigned based upon impact and urgency. I've attempted to create a workflow to reflect this, but the instructions only reflect how to do this in the previous generation of the Jira Service Desk. The part which is unclear to me is how to setup the workflow. The automation side of it should be okay, but I'm currently not able to set custom rule to to edit the priority (as the option isn't available) due to the absence of the matrix. 

Is anyone able to  help, please? 

Petter Gonçalves

Hello @antony_major

Welcome to Atlassian Community!

Per your description, I understand that you would like to set the priority of the issues in your next-gen projects automatically based on the values chosen for two fields: Urgency and Impact. Is that correct?

If that's the case, I believe you can use only Automation for Jira cloud to achieve your need, not needing any workflow changes. Allow me to explain:

You can create two automation rules (Under project settings > Project Automation) that should be triggered when either one of the fields (Impact or Urgency) are filled, however, using conditions that only apply the priority update if both fields are filled with specific values. Check below two examples:

Using the rules above, the automation will be triggered whenever the Urgency or Impact are filled, however, it will only add any value to the priority field when both fields are filled, where you should be able to create different combinations to define the priority field.

For more information about Automation for Jira, check the documentation below:

Jira automation 

Let us know if this information helps.