Create an automation flow to prioritize your incidents

After configuring the workflow, let's create the automation flows that trigger the appropriate transition depending on the urgency and impact selected during request creation. 

To create an automation flow to prioritize your service space requests:

1. From your service space, select Space settings, then Automation.

2. Select Add flow.

3. Select Custom flow.

4. Select Continue.

5. Enter a meaningful name and description for the flow.

6. Set up when, if, and then settings for your flow that correspond to your matrix. Learn more about automation flows.

7. Select Save.

The flows should follow the following pattern:

• When: Work item created

• If, or Else if: Specify the urgency and impact value pair according to the matrix, for example: 

  status = "Priority triage" AND Impact = "Extensive / Widespread" AND Urgency = "Critical"

• Then: Transition work item, and select the transition that matches the value pair according to the matrix. 

Note: If your Urgency or Impact value is optional on the request form or work item create screen, then there might be cases where these fields are empty. In this case, make sure that you add a Else if condition that caters for this scenario, for example: 

• Else if: 

  status = "Priority triage" AND Impact is empty OR Urgency is EMPTY

• Then: Transition work item, Low.