Priority Score - Branch Logic Issue

[Justin Ervin]

Hi, 

I've been working on something that seems to be a popular topic around here which is using a set number of questions to determine a priority score and then use that score to determine the priority level an item should be set at. 

Below are my three questions to determine my score:

Earlier today, I was performing tests on my own and it was working as expected, see screenshot of the audit log below:

After a few of these tests, feeling good, I set a meeting with my manager to show the new process we can use for all of our support tickets.

Few hours later, we are on a call, and he is testing the form I built and now it's not working...as you can see below, none of the branches catch nor assign the priority level to the item as expected. 

For reference this is what I'm attempting to do from a priority level standpoint:

Priority Score => 30 -- Highest

Priority Score => 24 -- High

Priority Score => 18 -- Medium

Priority Score => 12 -- Low

Priority Score < 12 -- Lowest

Below is how my branch logic is set up:

The branches ARE in order greatest to least. I'm 99% sure JIRA is seeing my smart value as a number. I'm truly at a loss at this point...especially since I felt it was working properly today.

I will say I wasn't using a different variable name for my tests earlier today, but in troubleshooting, changed all my variable names to "TotalPriorityScoreBranchA" and so on for my branches. 

Thanks for reading and your support in helping me figure this out. 

[Christopher Yen · Accepted solution]

Hi @Justin Ervin ,

Welcome to the community! Interesting concept, I've been thinking of doing something similar but for change risk. For incidents and requests we just handle them via if or else statements using a combination of impact and severity. 

Can you share your whole rule? I see you're using branching but I'm wondering if this should be accomplished using If or Else statements

[Justin Ervin]

Hi @Christopher Yen - I appreciate your help. Please see the rule below. Let me know if you'd like additional details.

[Christopher Yen]

Hi @Justin Ervin 

Thanks for posting the screenshots. I believe the branching rules should be IF or Else conditions. This may not be the best way but when I'm looking at this I would change the TotalPriorityScore from a variable to a custom field and then have a rule when TotalPriorityScore is changed to update Priority using If Or Else conditions. 

Where you can create each of your lines below as a different if or else condition. 

Priority Score => 30 -- Highest
Priority Score => 24 -- High
Priority Score => 18 -- Medium
Priority Score => 12 -- Low
Priority Score < 12 -- Lowest

Here's an example of my incident priority matrix rule but without using a number score

Hopefully that helps, if I'm misinterpreting your rule please let me know. 

[Justin Ervin]

@Christopher Yen So it looks like using If Else was the move. It made the automation much simpler. 

I did not have to create a custom field as I could still leverage the variable I've been creating. 

Thanks for your help!