How does one change the priority of an incident based on a Urgency/Impact table?

David Edwards_jm05ss

I have created a Priority Triage in the workflow after an incident has been raised with 4 transitions (used the help notes). Now the notes say that I should use automation, but I get into branching and advanced branching and Jira Smart values. Quite frustrating that something this standard in the ITSM world needs to be so complicated to implement.

Tessa Tuteleers

Hi @David Edwards , 

it does seem like you are going a bit too far into it for such a request. 

Your automation rule should simply use some elifs. 

For the rule:

1. start with a "field value changed" trigger on your urgency and impact fields. 
2. Add a condition -> if / else block
   1. add 2 conditions and check "all conditions match"
   2. use 2 issue field conditions and match your urgency and impact
   3. add an action "edit issue" and set the respective priority
3. Repeat for all your different priorities. 

It should look something like this: 

 

Hope this helps!

- Tessa