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setting priority based on an Urgency-Impact matrix not working (scriptrunner behaviour)




we're currently having some troubles getting this script to work on our Jira Service Management.

We copied the code into a new behaviour, added it to field priority and created the corresponding service desk mapping to all request types.

All the values used in the script exist for fields Impact, Urgency and Priority.


However the priority always defaults to High. Are we missing something?

edit: we also meet the minimum requirements.

edit 2: By having the priority field visible on the customer portal, we can see that field priority is set to High and can't be changed, even before inputing values for urgency/impact (we double checked and priorities configuration, we have None for default value on our SDM project priority scheme)


1 answer

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Answer accepted

solved by using this script on both urgency and imapct fields, instead of priority field.

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Jul 07, 2022

Hi @João Filipe Silva

I am struggling with the same issue. Could you elaborate a bit on how you "used the script on both urgency and impact fields"? Is this a scriptrunner listener? Or do I need to set a "custom script field"?

your help is very much appreciated.


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