How to set ticket priority based on organisation SLA agreement?

[Daniel Allin]

Im really struggling to understand how to do this so hopefully someone can help.

Im trying to build a JSM customer service desk where a customer can email a request (or use the portal) and the ticket gets assigned the appropriate priority level based on their SLA policy.

My thought was to create organization details (or a product and entitlement) for the support plan which has the following options: basic, standard, priority.

When a ticket is created, an automation rule would run, check the customer support plan and then based off that set the ticket priority which then applies the appropriate SLA (i.e. if customer support = priority, set priority to high which has a 2h response time).

How do other people handle this? I cant seem to achieve the above no matter how i tackle it nor can i find examples of how others do this is JSM?

[Daniel Allin · Accepted solution]

After pursuing this a little further i managed to figure out a solution that works pretty well and hopefully helps others.

1. Create an organization detail for your support plan at JSM Project > Organizations > Manage details > Manage detail fields > New: Example: single-select dropdown with Label: Support Plan; Options: Basic, Standard, Priority.
2. Go to an organization and add the appropriate support plan for the organization under the Details section.
3. Define your SLAs under Project Settings > SLAs. In the JQL window and set your time targets. You will have one goal for each Support Plan that matches all priorities. JQL Example:

   status = Open AND Organizations in organizationDetail("Support Plan", Priority)

4. Create an If Else automation rule that sets the priority based on the support plan (i.e. Priority Support sets tickets to High Priority).

[Rebekka Heilmann _viadee_]

Very nice! I didn't realise you could access the Details via JQL. Very helpful indeed :)

[Rebekka Heilmann _viadee_]

Hi @Daniel Allin and welcome to the Community,

the main problem is, that all the new Customer Management and Product Entitlement Features still don't have API nor Automation support. So whatever you add in Fields and such, you cannot access other than in the UI.

My current workaround would be to have an Automation rule with a huge If-Else.

Trigger: Issue Creation

If: Organization one of (A, B, C) Then: Set Priority High
Else if: Organization one of (D, E,) Then: Set Priority Medium
Else: Set Priority Low

[Daniel Allin]

Yuck!

Thanks for the reply though at least i know now why something i thought would be simple to setup has been a major struggle for me!

I might have to resort to the huge If-Else automation too...

Thanks for the quick reply.

[Rebekka Heilmann _viadee_]

We're all hoping for API support rather sooner than later ;) There has been a really cool AMA thread on JSM where you can maybe still chime https://community.atlassian.com/t5/Jira-Service-Management/JSM-June-2024-Ask-me-Anything-AMA/qaq-p/2729760