Using Automation Rules to Set Ticket Priority

Automation Rules provide an alternative method for setting ticket priority, offering greater flexibility than the Priority Matrix. This approach is particularly useful when you want to keep the Priority field hidden from users or when you need application-specific priority logic.

Unlike the Priority Matrix, which is a shared setting across multiple ticketing applications and requires the Priority attribute to be editable on the ticket form, Automation Rules allow you to:

• Set priority automatically without making the field visible to users
• Configure different priority logic for each ticketing application
• Base priority on factors beyond just Impact and Urgency

In this article, we'll cover:

• When to Use Automation Rules vs. Priority Matrix
• Creating Priority Automation Rules
• Example Scenario - Priority Matrix Logic
• Example Automation Rule
• Best Practices

When to Use Automation Rules vs. Priority Matrix

Use Automation Rules when:

• You want to hide the Priority field from users on ticket forms
• You need different priority logic for different ticketing applications
• Priority should be determined by factors beyond just Impact and Urgency
• You want to prevent users from seeing or changing the calculated priority

Use Priority Matrix when:

• You want real-time priority calculation as users fill out forms
• The same priority logic applies across all ticketing applications
• You want users to see how their Impact and Urgency selections affect priority
• Priority should only be based on Impact and Urgency combinations

Creating Priority Automation Rules

To create Automation Rules for setting priority:

1. Open the Automation Rules configuration page:
   • Ticketing Application Admins: In Work Management, open the Ticketing Application > AI and Automation > Automation Rules
   • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application > AI and Automation > Automation Rules
2. Click +New to create a new Automation Rule
3. Configure the conditions and actions as shown in the examples below
4. Set the order of your rules appropriately (most restrictive/highest priority first)

For detailed information on creating Automation Rules, see Getting Started with Automation Rules.

Important Limitation: Automation Rules only assign priority when tickets are created. If Impact or Urgency values are changed after ticket creation, the Priority will not automatically update. If you need dynamic priority recalculation, consider using the Priority Matrix approach instead, or create additional workflow rules to handle updates.

Example Scenario - Priority Matrix Logic

The following example demonstrates how to replicate a Priority Matrix using Automation Rules. This approach uses the same Impact and Urgency combinations but applies them through automation rather than real-time calculation.

Note: This example uses custom Impact values (USER, GROUP, DEPARTMENT, ORGANIZATION) for illustration purposes. Your organization's Impact values may differ. Adjust the Automation Rule conditions to match your configured Impact, Urgency, and Priority values.

Example Automation Rules

The following Automation Rules replicate the above Priority Matrix. Create a separate Automation Rule for each priority level, using the conditions specified below. The rules should be ordered from highest to lowest priority (EMERGENCY first, LOW last) to ensure correct priority assignment.

Customization Tips

The above examples can be adjusted to meet your organization's specific priority assignment logic:

• Different Impact/Urgency Values: Replace the example values (USER, GROUP, DEPARTMENT, ORGANIZATION) with your configured Impact values and adjust Urgency values as needed.
• Additional Factors: Add more conditions to consider factors beyond Impact and Urgency, such as Ticket Type, Source, or custom attributes.
• Simplified Logic: If your priority matrix has fewer combinations, you can create simpler rules with fewer conditions.
• Multiple Applications: Create different rule sets for each ticketing application if you need application-specific priority logic.

Best Practices

• Rule Order Matters: Place rules in order from most specific/highest priority, to least specific/lowest priority. The first matching rule will be applied.
• Test Thoroughly: Create test tickets with various Impact and Urgency combinations to verify your rules are working as expected.
• Document Your Logic: Keep a reference copy of your priority matrix and corresponding automation rules for future administrators.
• Consider Form Design: If using automation rules to set priority, you can hide the Priority field from ticket forms or make it read-only to prevent users from overriding it.
• Monitor Results: Periodically review tickets to ensure priority assignments align with your expectations and business needs.