Assign priority to certain users

[Nand Patel]

Does anyone know of a way to assign priority to incoming tickets from certain users? I.E VIP users send in a ticket and it is automatically assigned a different priority and SLA. Is there any way to setup a distinction between users? 

[Scott Schellhardt · Accepted solution]

Hi Nand, 

Here is how to accomplish what you are trying to do:

Automation:



SLA:




Explanation:

You will want to have the automation adjust the priority to a higher level for the VIPs, then you will want to create a specific SLA to cover if the priority is raised and if those specific VIPs are the reporter.

I hope this helps !

[Nand Patel]

This is amazing. Thank you very much, Scott! 

[Nicolas Grossi]

@Nand Patel Welcome! You might take a look at this documentation: https://community.atlassian.com/t5/Jira-Service-Management-articles/Priority-group-for-Jira-Service-Management-Enterprise/ba-p/2564334

HTH

Nicolas

[Nand Patel]

Thanks, Nicolas. Will give this a try.