I feel like this is an old question, but all my searching can not find a satisfactory answer.
I want my service agents to set a priority on new tickets. Currently all new tickets are generated as "Medium" and they stay that way. Since Priority can not be null, I can't have them default to no value and force it using a workflow "Field Required" validator.
Then I had the idea to create a priority "Needs Prioritization" and make that the default priority. I wanted to use a "Regular Expression Check" Workflow validator to ensure tickets could not progress without a set priority. However it appears that Priority is not available for Regular Expression checks, so I am back to square 1.
Any suggestions?
Thanks!
@Erin Blomert - Unfortunately, this is a longstanding open request:
https://jira.atlassian.com/browse/JRACLOUD-13048
A workaround (admittedly not elegant) is to do something like this:
(.|\s)*\S(.|\s)*
This will solve for giving you the validation. From there, you need to add an automation rule to sync up what was selected on the create screen with your Priority field
Again, not saying this is an optimal solution, but it's a solution.
Hey Mark, Thanks for the response.
Looks like this would only work for ticket creation? I am wanting agents to assign priority to tickets that a customer has created via the portal, so I think I'd actually need to validate on a transition?
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Yeah my solution won't work then. Most people want a solution to set priority on creation. You really only have a couple options:
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Yeah, I think both of those solutions will create more work than we are saving, unfortunately.
It's crazy to me that basic workflow functions won't work on a longstanding system field!
Thanks very much Mark, I appreciate your help!
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Sorry none of the options are appealing. I would recommend to add your vote for https://jira.atlassian.com/browse/JRACLOUD-13048
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I did - even though it's not what I want. Just validating the priority field on workflow transition would be enough for me. I don't need a NULL option.
Thanks again!
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Ultimately, there are a handful of possibilities on how to deal with it, but the main issue is that you can't use the priority field in a validator.
The proposed null solution is one way to allow validation. The idea is that you set null by default and then a validation could be set to ensure that it can't proceed until something is set. Part of the issue with how things function today is that priority defaults to a legitimate value so it's impossible to validate whether the field was ignored or was set and it coincidentally matches the default value.
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