Update priority based on age of issue

[Scott Simpson]

We are using Jira Service Management to process internal requests. We have an SLA for completion of two weeks. We would like to have the system update the priority of the ticket as it ages. For example, an issue that is 1-4 days old is low priority, 4-7 is medium, 7-10 is high, and 10 and above is highest. 

Is there a way to achieve this using automation? 

[Mikael Sandberg · Accepted solution]

Yes, that is possible to do with automation and I would use the SLA threshold breached trigger and set the priority that way base don the age.

[Marc Jason Mutuc · Accepted solution]

Use Automation. SLA triggers would suffice.

[Vitaly_Berezovsky_SaaSJet]

Hi @Scott Simpson 

To update the priority of Jira issues based on their age, you can create an automation rule within your project settings. Start by going to the project's settings and selecting "Automation" from the menu. Here, you'll create a new rule using a "Scheduled Trigger," which allows the rule to run automatically at specified intervals, like daily.

You'll need to configure the rule to check for issues that meet your criteria, such as those that aren't marked as "Done" and are older than a certain number of days. You can do this using a JQL query like `status != Done AND created <= -7d`. This will make sure the rule only applies to issues that need attention based on their age.

Next, you can add conditions if needed, for example, to exclude issues that already have a high priority. Then, set the action to "Edit Issue" and choose the "Priority" field to update it to a higher level. After testing to ensure everything works as expected, save and activate the rule.

With this automation, older issues will automatically have their priority increased, helping you manage your workload more effectively.

You can also try SLA Time and Report for Jira as an easier-to-understand alternative to JSM.

Use priorities for goals:

Here, as you can see, we add a change of priority after the goal is overdue. Each priority has its own allotted time for resolution.

This feature makes working with SLAs much easier.

I hope I have helped you solve your problem with JSM and our SLA Time and Report for the Jira add-on.