The goal of this article is to help guide you in order to set issue priority when the issue is escalated. I have come across situations where when an issue with medium priority is escalated by selecting a status of Escalate, the Issue priority needs to be set as High. Similarly, for an issue with high priority, when issue status of Escalate is selected, the issue priority may need to be set as Critical.
This can be done either manually by changing the workflow transition to include conditions and post functions or it could also be achieved via automation rules. I will provide both options below.
The priority list included with Jira has a set of default values as seen in the link below. This could be tailored to included any values as needed by the specific project.
This list could be modified to add a new priority level from the cog icon > Settings > Issues > Priorities screen
Here is a link that gives you more information on tailoring the priorities to suit project needs:
Please keep in mind that you can't directly edit the built-in or default workflows, but you can copy them and use the copy as a basis to create your own.
The steps listed below need to be performed for every transition that needs the condition and post function operation to happen. i.e. every Escalate transition needs to have the following steps done.
Note - As mentioned earlier these steps listed above need to be completed for each transition
Once all these steps are complete, you can now create an issue and when it is transitioned to Escalated from any status, the priority if set to Medium will change to High and if the priority was set to High, it would change to Critical.
The easy way to accomplish this would be to use an automation rule and this can be setup as follows:
Note that the automation rules can also be configured to run for the single project only or for all service management projects or globally for all projects.
I have also included below some helpful links to bookmark when working with workflows and automation:
Bhaargavi NatarajanAtlassian Team
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