Use Automation Rules to Set Ticket Priority

Overview

Within the Enterprise Service Management (ESM) system all Ticketing applications share the same Priority Matrix which requires the Priority ticket attribute to be editable on a ticket form to function. In scenarios where ticketing app admin's would like to set a dynamic Priority at Ticket creation and not make the Priority attribute editable on a form Automation Rule(s) can be leveraged.

Example Shared Priority Matrix
  Urgency
Low Medium High Immediate
Impact Small Normal Normal Medium Medium
Minor Normal Medium Medium Important
Major Medium Medium Important Critical
Critical Medium Important Critical Emergency
Example Ticketing App Priority Matrix
  Urgency
Low Medium High Immediate
Impact Person Normal Normal Normal Medium
Group Normal Medium Medium Important
Department Normal Medium Important Critical
Campus/MAU Medium Important Critical Emergency

Example Automation Rules

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

For information on creating Automation Rules, please review Get Started with ESM Automation Rules article.

Rule for Normal Priority Tickets

Name: Set Ticket Priority to Low

Applies To: Create

Evaluation Order: 1001

Automation Conditions

  1. Urgency is one of [LOW, MEDIUM, HIGH​]
  2. Impact is one of [PERSON]​
  3. Urgency is on of [LOW]
  4. Impact is one of [Group, DEPARTMENT]

Set Advanced Filter:

  • (1 AND 2) OR (3 AND 4)

Automation Actions

Change Priority to: Normal

Rule for Medium Priority Tickets

Name: Set Ticket Priority to Medium

Applies To: Create

Evaluation Order: 1002

Automation Conditions

  1. Urgency is one of [IMMEDIATE]​
  2. Impact is one of [PERSON]​
  3. Urgency is one of [MEDIUM, HIGH]​
  4. Impact is one of [GROUP]​
  5. Urgency is one of [MEDIUM]
  6. Impact is one of [Department]
  7. Urgency is one of [LOW]​
  8. Impact is one of [CAMPUS/MAU]​

Set Advanced Filter:​

  • (1 AND 2) OR (3 AND 4)​ OR (5 AND 6) OR (7 AND 8)

Automation Actions

Change Priority to: Medium

Rule for Important Priority Tickets

Name: Set Ticket Priority to High

Applies To: Create

Evaluation Order: 1003

Automation Conditions

  1. Urgency is one of [IMMEDIATE]​
  2. Impact is one of [GROUP]​
  3. Urgency is one of [HIGH]​
  4. Impact is one of [DEPARTMENT]​
  5. Urgency is one of [MEDIUM]​
  6. Impact is one of [CAMPUS/MAU]​

Set Advanced Filter:​

  • (1 AND 2) OR (3 AND 4) OR (5 AND 6)​

Automation Actions

Change Priority to: Important

Rule for Critical Priority Tickets

Name: Set Ticket Priority to Critical

Applies To: Create

Evaluation Order: 1004

Automation Conditions

  1. Urgency is one of [IMMEDIATE]​
  2. Impact is one of [DEPARTMENT]​
  3. Urgency is one of [HIGH]​
  4. Impact is one of [CAMPUS/MAU]​

Set Advanced Filter:​

  • (1 AND 2) OR (3 AND 4)

Automation Actions

Change Priority to: Critical

Rule for Emergency Priority Tickets

Name: Set Ticket Priority to Emergency

Applies To: Create

Evaluation Order: 1005

Automation Conditions

  1. Urgency is one of [IMMEDIATE]​
  2. Impact is one of [CAMPUS/MAU]​

Automation Actions

Change Priority to: Emergency

The above examples can be adjusted and changed to meet the needs of a specific ticketing app 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, if you'd like the ticket's priority to continuously refresh if the value of the impact and/or urgency attributes are changed then make sure the automation rule's Applies to option is set to Both instead of Create.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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