How can I change the priority field through automation.

[Anton]

I want to change the value of the priority field through automation. When a ticket is in a curtain status for, let’s say a week, than I want to change the priority to a higher level. I’m working with: created = -7d AND priority = Minor AND status = "Eerste lijn", but somehow this doesn’t work.

Can anybody explain what I’m doing wrong? Thanks in advance.

Sorry but the screenshot is in Dutch.

[Krister Broman _Advania_ · Accepted solution]

Welcome to the forum.

So if i read this correctly (my dutch is somewhat limited ;-)) You have set "When this happens..." (als dit gebeurt) to Issue created (issue aangemaakt). 

Then you have set "When these match" (als deze overeenkomen) to your query. The thing is though that since you already set this to fire at the time when the issue is created the rule will never apply as you want it. 

What you want to do is use another trigger in this case the "Time in Status" trigger, I have no idea what that is in dutch but im sure you will be able to find it :-)

[Krister Broman _Advania_]

Something like this

[Anton]

Hi Krister,

That looks like a good solution. I will continue on your example. 

Thanks again.