Why is my Priority matrix automation not working?

Brady Buttrey April 2, 2024

I am trying to set it where Priority is automatically assigned to tickets. However, I my automation keeps failing and tickets are getting assigned as "Critical" Priority. I've tried it two different ways. I'll show both. This is my first rule:  first_rule.png

This is the corresponding workflow: 


and This is the audit log error messages: 





The second way I tried was by using JQL and that doesn't seem to be getting me anywhere either. here is the rule for that (its long, so this is just a portion): 



The workflow for this one is the same as the first workflow provided. 


This is the audit log error i am getting for this one: 




It seems that no matter which way I try, my rule fails and the ticket is not properly prioritized. I did follow this thread for "Best practices for automatically prioritizing requests": https://support.atlassian.com/jira-service-management-cloud/docs/create-an-automation-rule-to-prioritize-your-service-desks-incident/

If anyone has any guidance on how I can correct either of the rules to work, I would appreciate it. 



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Walter Buggenhout
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April 2, 2024

Hi @Brady Buttrey,

You could make your automation rule a lot simpler by just editing your issue and setting the value of the priority field to the desired outcome. If the urgency = critical and impact = widespread, I would assume you want to set the priority to the highest possible value. I would just do this by editing your issue and setting priority accordingly.

You have done a lot of work to set up all these transitions, but this is unnecessarily complex. If you really want to do it this way, the error message suggests that you haven't added a screen to your transition(s) with the priority field on it. That is necessary if you want to fill out a value there.

And, apart from that, make sure that the criteria you specify for urgency and impact are absolutely 100% correct.

Hope this helps!

Brady Buttrey April 2, 2024

Thank you. This got it to work. It seems I was overcomplicating it. 

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Armitha Reddy Toorpu Ceema April 2, 2024

Hi Brady,


As per my understanding.

In the first rule which you sent, when setting the trigger, you should also select the status from 'Status' to 'To status,' as shown in the screenshot below.

Screenshot (269).png


Please try this and let me know if this works.




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