How does one change the priority of an incident based on a Urgency/Impact table?

[David Edwards]

I have created a Priority Triage in the workflow after an incident has been raised with 4 transitions (used the help notes). Now the notes say that I should use automation, but I get into branching and advanced branching and Jira Smart values. Quite frustrating that something this standard in the ITSM world needs to be so complicated to implement.

[Tessa Tuteleers · Accepted solution]

Hi @David Edwards , 

it does seem like you are going a bit too far into it for such a request. 

Your automation rule should simply use some elifs. 

For the rule:

1. start with a "field value changed" trigger on your urgency and impact fields. 
2. Add a condition -> if / else block
   1. add 2 conditions and check "all conditions match"
   2. use 2 issue field conditions and match your urgency and impact
   3. add an action "edit issue" and set the respective priority
3. Repeat for all your different priorities. 

It should look something like this: 

Hope this helps!

- Tessa

[David Edwards]

Thanks Tessa, it helps a little to understand how it can be done. Unfortunately, it doesn't seem to work. It appears to take the first condition and set the priority to Critical, even though the Urgency is another state. 

Question? Why did you choose "is one of" and not choose "equal". 

Following your recommendation, (hope I am correct), I will need to do this for every sector of my Priority Table and make a long set of rules to match - so in my table has an Impact of Critical with a Urgency of Low = Medium (an impossible scenario really, but it is in the table like that). then I will need to make rules for all scenarios of the table. Correct?

[David Edwards]

Do these automations need to be within the workflow? Or will they work anyway?

[David Edwards]

Can anyone help me here. I have created what was suggested but still do not see it working. (Yes it is published). 

[David Edwards]

I have figured it out !!!!

[Tessa Tuteleers]

Hi @David Edwards , 

I'm late to the party I see, apologies! glad you worked it out! 

Can you share what you ran into and how you solved it for future readers? 

To answer the questions: 

- Yes, you would have to make an if block in the same rule for every possible combination (you mention that it is an impossible scenario, but often Impact and severity is used, and then a global impact with minimal severity, or indivudual impact with blocking severity is possible).

- "One of" instead of "equal" makes it possible to add multiple values, but if you use only 1 value, equal works fine too

- You don't need to add something in your workflows, it all depends on your trigger. 

Cheers! 

- Tessa