YouTrack Standalone 2022.1 Help

SLA Priority

This workflow automatically updates the priority of an issue if it is not resolved within a set time frame.

Name

@jetbrains/youtrack-workflow-auto-raise-priority

Previous Title

Auto Raise Priority

Auto-attached

no

Rules

Raise priority from "Normal" to "Major" if not resolved in 7 days (on-schedule rule)

Raise priority from "Major" to "Critical" if not resolved in 10 days (on-schedule rule)

Raise priority from "Critical" to "Show-stopper" if not resolved in 12 days (on-schedule rule)

Use Case

This workflow helps you meet specific service-level agreements. The default workflow is set up for a support desk that tries to resolve all issues within 14 days. As this deadline approaches, unresolved issues automatically increase in priority.

Rules

This workflow includes three rules that change the priority based on the amount of time that has passed since an issue was opened. You can easily customize this workflow to help you resolve issues within a set time frame by simply changing the number of days.

Raise priority from "Normal" to "Major" if not resolved in 7 days

The first module contains an on-schedule rule that changes the priority of an issue from Normal to Major if it is not resolved after seven days. The rule runs once daily starting at 00:00.

The on-schedule rule behaves as follows:

Rule Triggers

The following settings determine when the on-schedule rule is triggered:

  • Schedule: Every day

  • Filter: #Unresolved priority:Normal

This means that the rule runs once daily at midnight, server time, and reviews any unresolved issue in the projects where the rule is active and the value for the Priority field is set to Normal.

Rule Prerequisites

When the rule is triggered, it checks the issue for the following condition:

Condition

Description

Issue Is Created Within a Specific Time Frame

This condition block is configured with the following settings:

  • Issue: Use the current issue

  • Created after: any date

  • Created before: the rule is triggered

    The field that stores the time offset from the creation date is set to -7d.

This checks to see if the issue was created more than seven days in the past.

If the current issue doesn't match this criteria, the rule ignores this issue and continues processing the next issue.

Rule Actions

If this condition is met for the current issue, the workflow automatically applies the following change:

Action

Description

Update the Value in a Field

This action sets the value for the Fixed in build field to Never. This block is configured with the following settings:

  • Field: Priority

  • Mode: set

  • To: Major

Raise priority from "Major" to "Critical" if not resolved in 10 days

The second module contains an on-schedule rule that changes the priority of an issue from Major to Critical if it is not resolved after ten days. The rule runs daily starting at 00:00.

The on-schedule rule behaves as follows:

Rule Triggers

The following settings determine when the on-schedule rule is triggered:

  • Schedule: Every day

  • Filter: #Unresolved priority:Major

This means that the rule runs once daily at midnight, server time, and reviews any unresolved issue in the projects where the rule is active and the value for the Priority field is set to Major.

Rule Prerequisites

When the rule is triggered, it checks the issue for the following condition:

Condition

Description

Issue Is Created Within a Specific Time Frame

This condition block is configured with the following settings:

  • Issue: Use the current issue

  • Created after: any date

  • Created before: the rule is triggered

    The field that stores the time offset from the creation date is set to -10d.

This checks to see if the issue was created more than 10 days in the past.

If the current issue doesn't match this criteria, the rule ignores this issue and continues processing the next issue.

Rule Actions

If this condition is met for the current issue, the workflow automatically applies the following change:

Action

Description

Update the Value in a Field

This action sets the value for the Priority field to Critical. This block is configured with the following settings:

  • Field: Priority

  • Mode: set

  • To: Critical

Raise priority from "Critical" to "Show-stopper" if not resolved in 12 days

The next module contains an on-schedule rule that changes the priority of an issue from Critical to Show-Stopper if it is not resolved after 12 days. The rule runs daily starting at 00:00.

The on-schedule rule behaves as follows:

Rule Triggers

The following settings determine when the on-schedule rule is triggered:

  • Schedule: Every day

  • Filter: #Unresolved priority:Critical

This means that the rule runs once daily at midnight, server time, and reviews any unresolved issue in the projects where the rule is active and the value for the Priority field is set to Critical.

Rule Prerequisites

When the rule is triggered, it checks the issue for the following condition:

Condition

Description

Issue Is Created Within a Specific Time Frame

This condition block is configured with the following settings:

  • Issue: Use the current issue

  • Created after: any date

  • Created before: the rule is triggered

    The field that stores the time offset from the creation date is set to -12d.

This checks to see if the issue was created more than seven days in the past.

If the current issue doesn't match this criteria, the rule ignores this issue and continues processing the next issue.

Rule Actions

If this condition is met for the current issue, the workflow automatically applies the following change:

Action

Description

Update the Value in a Field

This action sets the value for the Priority field to Show-stopper. This block is configured with the following settings:

  • Field: Priority

  • Mode: set

  • To: Show-stopper

Last modified: 17 May 2022