Issue Field Not Updating with Automation

[Brady Buttrey]

I currently have urgency and Impact determining how priority of tickets is set. These can be determined by customer input on a ticket. I am trying to make it so another field (call it X) is able to change priority to critical if it was set to anything lower but the other field is set to "Yes". It works in every senario other than when the customer sets it as something else before hand. 

for example:

1. Customer Creates ticket with X set as "Yes" 

2. customer also set urgency and Impact as a something that would classify as lower than critical. 

3. the ticket will come in and the automation (shown below) does not update priority to be critical. However, it will if the customer does not set Priority through urgency and impact. 

How can I make it so that even if the customer sets the urgency and impact, it will change to critical if X is set to "Yes".

Here is my current Automation. 

create -> X='yes' -> tier = tier 3 -> status = escalated -> priority = critical.

Again, this works unless customer sets urgency and impact themselves. It will not "reclass" the priority depending on X="yes".

[Kris Dewachter]

Hi @Brady Buttrey ,

Do you also have an automation rule that sets the priority based on urgency/impact? If so, what is the trigger ? There might be a conflict with this automation rule.

Also, you could also try changing the trigger of this automation rule to "Field value Changed" on the X-field.

Best regards,

Kris

[Brady Buttrey]

Hi @Kris Dewachter

Yes I do have a rule for priority that is set based on urgency and impact. Is runs when the issue is created. I assume that is probably a conflict, however both of them need to run when the issue is created because a customer may set the urgency and impact (which will run the priority automation), but they may also set X to "yes", which will need to change to critical regardless of the users urgency and impact selection. 

I tried using "Field value Changed", but that did not change the priority if it was set by the user upon ticket creation. 

[Kris Dewachter]

Hi @Brady Buttrey ,

Having 2 automation rules trying to update the same field, and having the same trigger is a bit of a problem. You will not know which one will run first.

In your case, I would try to merge the 2 automation rules into 1 single rule so there is no conflict.

Best regards,

Kris