Automation: Assign urgency when not specified

[Kalen Peredo]

Hello,

I am looking to set up an automation rule to automatically set a ticket's urgency when not specified. I have set the rule up in my project, however when I create a ticket through Jira, it appears the automation rule is not triggered, and a created ticket remains without an urgency.

Any advice on why this automation rule isn't being triggered and any alternative solutions would be appreciated.

While creating this post, I am seeing a notice that an incident may be affecting Jira Service Management where automation rule executions are delayed - I wonder if that is the reason why.

Thanks!

[Christopher Yen · Accepted solution]

Hi @Kalen Peredo 

Seems like it would work from your screenshot, I would use the if Urgency is empty condition but I think the way you did it should work as well. How are your issues being created currently? if via a form on the portal setting a default value the customer can adjust might be another solution or making the field required.

I would wait until the service maintenance/outage is cleared to test this rule again

[Kalen Peredo]

Hi @Christopher Yen, 

I initially tried using the 'is empty' condition, however it didn't work either.

Some projects currently use a form, however some don't; ideally I would like a rule that is uniform across all projects.

Are there any other solutions if the issue persists post outage? I will try the automation rules set up after the outage.

Additionally, it seems like my other automation rules are working even with the outage - it makes me think that the issue has to do more with the rule itself.

Thanks,
Kalen

[Kalen Peredo]

Issue resolved - errors were due to Atlassian incident related to automations.

[Akhand Pratap Singh]

Hello @Kalen Peredo

Currently Atlassian is facing issues with regards to Automation for Jira, there are delays happening in rules to execute.

If your rule is not even triggering, it may be associated with that.

Check: https://jira-software.status.atlassian.com/

You can wait for a while and keeping check if triggers and executes the automation 

Also, in condition you can try if urgency is Empty.

[Kalen Peredo]

Hi @Akhand Pratap Singh

I initially tried using the 'is empty' condition, however it didn't work either.

Are there any other solutions if the issue persists post outage? I will try the automation rules set up after the outage.

Additionally, it seems like my other automation rules are working even with the outage - it makes me think that the issue has to do more with the rule itself.

Thanks,
Kalen

[Akhand Pratap Singh]

@Kalen Peredo I think it will work post outage, everything seems fine with the rule.