Workflow Customization Query: Priority-Based Transition Logic

Ayush Pathak_m0tj6l

I'm interested in adjusting my workflow to handle different priority levels. Specifically, I'd like issues with high or highest priority to transition to 'waiting for approval' before progressing to 'In progress' or 'Decline'. For issues with medium priority, they should go directly to 'In progress'. Is it possible to implement this workflow customization?

Walter Buggenhout

Hi @Ayush Pathak,

In short - yes. But there's a few caveats here.

1. you can build an automation rule that handles this. But the first thing you will need to add, is an appropriate trigger for it to fire. This can be the issue created event, but you may also need to ask yourself what you want to happen if someone changes the priority. Since an automation rule can only have 1 trigger, you may need to setup multiple rules for those different events.
2. If you want to change the status of an issue, there must be an available transition into the target status in your workflow. Make sure that every possible scenario you want to implement is indeed possible in your workflow.
3. If those prerequisites are dealt with, your automation rule is fairly simple. After the rule trigger you define based on (1), you can add if / else conditions based on the priority field and - for each condition - define a transition issue action to reach the desired status

Apart from the technical setup, I may want to add that your use case is pretty strange though. It does not make much sense to put lower priority issues immediately in progress while you basically put the highest priority issues on hold.

You probably have good reasons to make a distinction between issues that need approval and issues that can move forward without approval. But it might be a good idea not to use priority to make that distinction. You can perfectly define a different custom field that better relates to the concept of requiring approval. Apart from that, the approach would still remain the same.

Hope this helps!