I've been trying to setup our next-gen Service Desk so that the priority is automatically assigned based upon impact and urgency. I've attempted to create a workflow to reflect this, but the instructions only reflect how to do this in the previous generation of the Jira Service Desk. The part which is unclear to me is how to setup the workflow. The automation side of it should be okay, but I'm currently not able to set custom rule to to edit the priority (as the option isn't available) due to the absence of the matrix.
Is anyone able to help, please?
Welcome to Atlassian Community!
Per your description, I understand that you would like to set the priority of the issues in your next-gen projects automatically based on the values chosen for two fields: Urgency and Impact. Is that correct?
If that's the case, I believe you can use only Automation for Jira cloud to achieve your need, not needing any workflow changes. Allow me to explain:
You can create two automation rules (Under project settings > Project Automation) that should be triggered when either one of the fields (Impact or Urgency) are filled, however, using conditions that only apply the priority update if both fields are filled with specific values. Check below two examples:
Using the rules above, the automation will be triggered whenever the Urgency or Impact are filled, however, it will only add any value to the priority field when both fields are filled, where you should be able to create different combinations to define the priority field.
For more information about Automation for Jira, check the documentation below:
Let us know if this information helps.
Many thanks for sharing this with me. It is a great help. However, I'm currently looking at creating the SLA matrix initially and for the workflow to set the priority automatically based upon urgency and impact. The urgency and impact would be complete by the end-user in the self-service portal. I would like the workflow to then calculate the priority based upon what has been entered. There are details on how to do this in the "last gen" Service Desk, but not the next gen.
How would you compare this method to the Best Practice listed for Service Management at https://support.atlassian.com/jira-service-management-cloud/docs/how-impact-and-urgency-are-used-to-calculate-priority/ ? Is there something about either method that makes one better for use in a Work Management project?
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