Summary:
In our projects, we use a custom multi-select list field for our Clients' Account IDs, primarily because the 'customers' designated in our Jira projects represent our internal teams. These teams are responsible for submitting tickets and bugs to our Product, Engineering Support, and Dev teams.
We use a multi-select list field so clients who pay for premier status are granted a higher priority with our Product and Engineering teams. As part of their premier privileges, these clients automatically receive a bump in priority level above our standard priority matrix. We really needed this process to be automated with our volumes, we set out to create an automation to adjust the priority based on this custom field.
First Attempt:
Our initial trials were characterized by multiple unsuccessful attempts. We tried several variations of a multi-select list and numerous 'If-Then' statements for each priority level. However, these attempts resulted in inconsistent outcomes. Whenever the multi-select contained more than one customer, it seemed to escalate the priority level multiple times, contrary to our expectations.
Successful Solution:
Eventually, we found a more straightforward and efficient solution that I hope will assist anyone with a similar setup:
- Trigger: Issue creation
- Condition: If the customer field includes any client from the premier list
- Action: Edit issue
{
"fields": {
"priority": { "id": "{{#=}}{{issue.priority.id}} - 1{{/}}" }
}
}
This simple automation will adjust the priority of the issue based on the list of clients that pay for premier. Hope this helps anyone that have a similar need to streamline internal workflows!
