Using Automation Rules to Set Ticket Priority

While a Ticketing Application has the ability to configure a Priority Matrix in Shared Ticketing Settings, it requires the Priority ticket attribute to be editable on a ticket form to function. In addition, the Priority Matrix is a shared setting, meaning that the matrix is shared between multiple ticketing applications in your TDX Environment. 

In scenarios where you'd like to set a dynamic Priority at Ticket creation and not make the Priority attribute editable on a form, you can leverage Automation Rules!

Scenario - Example Priority Matrix

Urgency

Impact

LOW​

MEDIUM​

HIGH​

USER

LOW​

LOW​

MEDIUM​

GROUP

MEDIUM​

MEDIUM​

HIGH​

DEPARTMENT

MEDIUM​

HIGH​

HIGH​

ORGANIZATION

MEDIUM​

HIGH​

EMERGENCY​

Example Automation Rules

The following Automation Rules replicate the above example Priority Matrix within Automation Rules.

For information on creating Automation Rules, please review Getting Started with Automation Rules

LOW Priority RULE​
  1. Urgency is one of [LOW, MEDIUM]​
  2. Impact is one of [USER]​
MEDIUM Priority RULE​
  1. Urgency is one of [HIGH]​
  2. Impact is one of [USER]​
  3. Urgency is one of [LOW, MEDIUM]​
  4. Impact is one of [GROUP]​
  5. Urgency is one of [LOW]​
  6. Impact is one of [DEPARTMENT, ORGANIZATION]​

Set Advanced Filter:​

  • (1 AND 2) OR (3 AND 4)​ OR (5 AND 6)
HIGH Priority RULE​
  1. Urgency is one of [HIGH]​
  2. Impact is one of [GROUP]​
  3. Urgency is one of [MEDIUM, HIGH]​
  4. Impact is one of [DEPARTMENT]​
  5. Urgency is one of [MEDIUM]​
  6. Impact is one of [ORGANIZATION]​

Set Advanced Filter:​

  • (1 AND 2) OR (3 AND 4) OR (5 AND 6)​
EMERGENCY Priority RULE​
  1. Urgency is one of [HIGH]​
  2. Impact is one of [ORGANIZATION]​

The above examples can be adjusted and changed to meet the needs of an organization and their priority assignment logic. One thing to keep in mind is that this approach only assigns a priority at the time a ticket is created, as that is when automation rules are engaged.

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