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How can I auto assign a priority to a customer service form submission?

Tyler Myalls

I know I need to set up an automation rule, but not exactly sure on how to build the rule. This is essentially the flow of what I'm trying to do.

- customer submits service ticket though a form

- automatically assign a priority based on the information submitted

Accepted answers

Trudy P Claspill

Hello @Tyler Myalls

What information in the form is relevant to setting the priority?

Is that information being copied from the form into fields in the Request Type?

All comments

Trudy P Claspill

Hello @Tyler Myalls

What information in the form is relevant to setting the priority?

Is that information being copied from the form into fields in the Request Type?

Aaron Pavez _ServiceRocket_

Hi @Tyler Myalls

What you need to identify:

- Which field will trigger the automation? what information will you read?

- A custom field?

- Something from the description?

- Then create the automation based on that.

Regards - Aaron

Tyler Myalls

About 10 custom fields in the form collectively are all relevant to setting the priority. Yes, they are being copied from the form into custom fields.

I need to assign the responses of the custom fields a value and those combined values will determine the priority of the submitted issue.

Each field has a multiple choice option - so I need to assign those responses a value.

Tyler Myalls

I think I need to maybe set up a "look up table" which corresponds to a value associated with each form response.

Not sure how to exactly do that, but there might be a thread in this community somewhere...or google.

Trudy P Claspill

Yes, Lookup Tables, maybe more than one, would be the way to go.

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Create-lookup-table

Lookup Tables have two columns; a "key" and a "value".

The keys would be the values from your custom fields. The associated "values" in the table would be the value you want to associate with the custom field value.

Let's say you have CustomField1 with values A, B, and C. For your calculation those are associated with the numeric values:
A=1
B=2
C=3

Your Lookup Table would look like this:

Screenshot 2025-03-14 at 7.58.46 AM.png

You have to give the table a name also. I usually choose to preface the names with "table".

In your calculations where you want to use the 1|2|3 values from this table you use the smart field reference for your Custom Field to get the value from the table. Right below the table name above you see a hint about how to do this.

If your CustomField1 is currently set to "B" the above reference will return the value "2"

If your various custom fields have unique values, or any shared values would equate to the same "value" in the lookup table, then you could use one table. A Lookup Table is limited to 200 entries.

Alternately you can multiple Lookup Tables; one for each custom field or a few that bundle a couple of custom fields each.

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