Hello,
In setting up Jira Service Desk settings, I've found that this documentation has been extremely helpful:
https://confluence.atlassian.com/servicedeskcloud/calculating-priority-automatically-827107708.html
Our desk has used a similar matrix for years, and so the 4x4 style fits perfectly with the documentation's setup, with adjustments of field names/descriptions.
The steps to having a ticket created with the field inputs auto-filling priority is great!
However, a lot of what we do as a service desk is internal editing, due to external input not being able to cover every single piece of information pertinent to the triage center function we perform. Not to mention overestimated
We don't necessarily view leaving the fields for customers to fill out up on request forms, but we know that we are going to want to edit them sometimes, and we were hoping, on a coordinator level, that we could make an automation rule based on "issue edited" instead of "issue created." This does not appear to be OOTB, but I'm struggling to find the answer due to my googling/searching skills not jiving with keywords and phrases.
It would not be a major convenience to have to change one more field (priority) once the 4 others we have are filled out (scope, impact, urgency, and risk of harm), but everything automated is of course easier. The goal is elimination of error by our student base: I.E forgetting to change the priority after the fields, not knowing the matrix to the right levels, etc.)
Any advise is generously accepted.
