I currently have urgency and Impact determining how priority of tickets is set. These can be determined by customer input on a ticket. I am trying to make it so another field (call it X) is able to change priority to critical if it was set to anything lower but the other field is set to "Yes". It works in every senario other than when the customer sets it as something else before hand.
for example:
1. Customer Creates ticket with X set as "Yes"
2. customer also set urgency and Impact as a something that would classify as lower than critical.
3. the ticket will come in and the automation (shown below) does not update priority to be critical. However, it will if the customer does not set Priority through urgency and impact.
How can I make it so that even if the customer sets the urgency and impact, it will change to critical if X is set to "Yes".
Here is my current Automation.
create -> X='yes' -> tier = tier 3 -> status = escalated -> priority = critical.
Again, this works unless customer sets urgency and impact themselves. It will not "reclass" the priority depending on X="yes".
