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Trying to automate Priority Calculation based on Impact and Urgency

charu_b0znn9

I am trying to set up an automation rule to calculate Priority based on Impact and Urgency value. The user can enter values for Impact and Urgency on the help desk screen and the agents should also be able to edit those fields at the back end to change the priority.

My automation only works for 'Highest' priority. When I change the Urgency and Impact to make the priority High or Medium the automation doesn't work.

I am an ITSM so not very familiar with the coding aspects of JIRA.

The priority matrix I am following is from - Create an impact urgency priority matrix | Jira Service Management Cloud | Atlassian Support

This is the automation rule I have set up:

Screenshot 2025-11-26 135000.png

Accepted answers

Susan Waldrip

Hi @charu , Welcome to the Community!

Have you looked at this Community page yet? @Jovin's answer should help:

https://community.atlassian.com/forums/Jira-Service-Management/Automate-Priority-Calculation-Impact-and-Urgency-Based-Task/qaq-p/2899473

I can see in your automation that it should use IF-ELSE instead of just a straight series of IF statements and actions -- the way it's set up now, if it meets the criteria of the first IF statement, then it sets the priority to 'Highest' but if it doesn't meet that criteria, it just stops. When you use a series of IF-ELSE statements, if the first set of criteria doesn't match, the automation will continue to the next IF statement etc. until if finds an IF statement that matches and then it'll take action. The Community page above will provide an example.

Let us know if that works!

Trudy P Claspill

Hello @charu

Welcome to the Atlassian community.

When a rule execute it creates an Audit Log entry with the details of the execution. You can get to those by clicking on the Audit Log link in the rule UI.

Screenshot 2025-11-26 at 11.02.36 AM.png

An entry is created each time the rule is triggered and each time the rule is changed and saved. Find the entry for when you changed the Urgency and/or Impact values and click the ">" character on the right to expand that entry.

Screenshot 2025-11-26 at 11.03.57 AM.png

Then click all the ">" characters within the entry to expand all the details for what occurred when the rule executed.

Screenshot 2025-11-26 at 11.05.51 AM.png

Share with us a screen image of what you get.

I believe I know what the problem is.

When you use a simple IF condition in your rule, the first condition encountered that does not match will cause the rule to stop running.

If the values for Impact and Urgency cause the issue to not match the first Condition in your rule, your rule will stop running. It will not check any of the other conditions. In the Audit Log you would see something like this:

Screenshot 2025-11-26 at 11.12.11 AM.png

I got the above with the rule below, when I changed the Priority value in the issue from Low to High.

Screenshot 2025-11-26 at 11.12.25 AM.png

Because the Priority value did not match Low when this rule was triggered, the rule stopped running when the first condition did not pass. No steps after that were executed.

Instead you need to use the If-Else Condition block.

Screenshot 2025-11-26 at 11.14.43 AM.png

That enables you to create a structure where if the first condition doesn't match then the rule will proceed to check if the second condition matches. If the second condition doesn't match then it will move on to the third condition, and so on, until it finds a Condition that does match.

Screenshot 2025-11-26 at 11.17.47 AM.png

After creating the first condition and the steps to execute when that condition passes, then click the Add Else button below the Add component button.

Screenshot 2025-11-26 at 11.20.26 AM.png

Add you second condition and the steps to execute when that passes.

Screenshot 2025-11-26 at 11.22.57 AM.png

Repeat the steps to add all your conditions and their accompanying steps.

Then in your rule execution audit log you will see entries for each condition that it checks that it doesn't match until it comes to the condition that it does match.

Screenshot 2025-11-26 at 11.24.53 AM.png

Bill Sheboy

Hi @charu

Your rule image is a bit low-resolution, and it looks like you are using conditions, one after another. In that case, when the first condition fails the rule will stop processing.

There are several ways to solve your scenario, including at least these:

Use an IF / ELSE block with the conditions for each case, ensuring they are mutually exclusive and in the order you want to test them. Then the rule will continue until it finds a match...or runs out of cases to check
Use a Lookup Table, where you concatenate the test values as keys, such as "Low Impact--High Urgency", creating a table row for each combination with the Priority stored in the row's value. Then the rule would be only about four steps, using the table's get() function to find the priority.

I recommend the second approach as the rule will be easier to understand and maintain.

Kind regards,
Bill

All comments

Susan Waldrip

Hi @charu , Welcome to the Community!

Have you looked at this Community page yet? @Jovin's answer should help:

https://community.atlassian.com/forums/Jira-Service-Management/Automate-Priority-Calculation-Impact-and-Urgency-Based-Task/qaq-p/2899473

Let us know if that works!

Trudy P Claspill

Hello @charu

Welcome to the Atlassian community.

When a rule execute it creates an Audit Log entry with the details of the execution. You can get to those by clicking on the Audit Log link in the rule UI.

Screenshot 2025-11-26 at 11.02.36 AM.png

Screenshot 2025-11-26 at 11.03.57 AM.png

Then click all the ">" characters within the entry to expand all the details for what occurred when the rule executed.

Screenshot 2025-11-26 at 11.05.51 AM.png

Share with us a screen image of what you get.

I believe I know what the problem is.

When you use a simple IF condition in your rule, the first condition encountered that does not match will cause the rule to stop running.

Screenshot 2025-11-26 at 11.12.11 AM.png

I got the above with the rule below, when I changed the Priority value in the issue from Low to High.

Screenshot 2025-11-26 at 11.12.25 AM.png

Because the Priority value did not match Low when this rule was triggered, the rule stopped running when the first condition did not pass. No steps after that were executed.

Instead you need to use the If-Else Condition block.

Screenshot 2025-11-26 at 11.14.43 AM.png

Screenshot 2025-11-26 at 11.17.47 AM.png

After creating the first condition and the steps to execute when that condition passes, then click the Add Else button below the Add component button.

Screenshot 2025-11-26 at 11.20.26 AM.png

Add you second condition and the steps to execute when that passes.

Screenshot 2025-11-26 at 11.22.57 AM.png

Repeat the steps to add all your conditions and their accompanying steps.

Then in your rule execution audit log you will see entries for each condition that it checks that it doesn't match until it comes to the condition that it does match.

Screenshot 2025-11-26 at 11.24.53 AM.png

Bill Sheboy

Hi @charu

Your rule image is a bit low-resolution, and it looks like you are using conditions, one after another. In that case, when the first condition fails the rule will stop processing.

There are several ways to solve your scenario, including at least these:

Use an IF / ELSE block with the conditions for each case, ensuring they are mutually exclusive and in the order you want to test them. Then the rule will continue until it finds a match...or runs out of cases to check
Use a Lookup Table, where you concatenate the test values as keys, such as "Low Impact--High Urgency", creating a table row for each combination with the Priority stored in the row's value. Then the rule would be only about four steps, using the table's get() function to find the priority.

I recommend the second approach as the rule will be easier to understand and maintain.

Kind regards,
Bill

charu_b0znn9

Hi Bill,

Thank you for commenting and helping me. My automation rule is now working fine after adding the IF/ELSE condition

charu_b0znn9

Hi Trudy,

Just wanted to say a big thank you for helping me out with this automation. Your screenshots were very helpful. It is working now

Really appreciate you commenting and helping me out.

Thanks,

Charu

charu_b0znn9

Thank you Susan! Adding IF/ELSE worked and Trudy's screenshots were super helpful

Susan Waldrip

That's great, @charu ! Glad it all helped, and thank you for accepting our answers so others will know it worked. ☺️

Trudy P Claspill

You're very welcome!

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