associate request type with impact and urgency?

[Rodrigo Buch]

Hello, I'm using the ITSM template to receive calls by email, I would like to know if I can associate a request type when I select the request type and select the type of urgency and the impact?

[Joseph Chung Yin · Accepted solution]

@Rodrigo Buch -

Question - Are you expecting customers to populate the Urgency and Impact fields upon issue submission?

If not, here are two options for you to considered -

1) Customize the WF used for your specific issue type with a post function call at "Create" transition to populate the fields' values.

2) Create automation rule using (Automation for Jira - Component that is available out of the box for your subscription) for the project - The rule will be triggered by "Issue Created" event, and then you can then add the action "Edit issue" to populate those specific fields.  

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC  (template library for you to review for automation rule setup examples)

NOTE - I am also assuming that both fields are setup for your project's request type (*based on the issue type) context correctly.

Hope this helps.

Best, Joseph Chung Yin

[Rodrigo Buch]

Hello @Joseph Chung Yin 

It will not be the customers who will fill in the Urgency and Impact information, all tickets will be created by email and the support team will classify the information but I would like to make a connection depending on the type of service and it automatically classifies the Urgency and Impact.

[Joseph Chung Yin]

@Rodrigo Buch -

If that was the  case, then automation rule is the best route to populate the fields values.  Please review the links that I have provided to you on Automation Rule for Jira.

If my suggestion helped you, please remember to click on "Accept answer" so others with similar asks will see this posting as an answered one in the community.

Best, Joseph