automation rule to change priority

Question

Hi,

For service desk project , can we create any rule where in user created ticket with wrong priority and change the priority by automation or only way is once ticket created manually go and edit the priority.

Regards,

Suma

Walter Buggenhout · Accepted Answer

Hi @Suma Pralhad Kustagi,

Technically, the answer to your question is yes. It is possible to create an automation rule that updates the priority of a ticket automatically. That rule would look somewhat like this:

However, the key to your question is how Jira knows that "a user selected the wrong priority". If you have rules for that (e.g. by letting the user indicate a combination of impact and urgency), you can add additional conditions to your rule to determine the correct priority.

If you don't have those rules, it should be at an agent's discretion to evaluate and manually adjust the priority of the ticket when they perform the initial ticket review.

Hope this helps!