Outcome. Every time a ticket's priority changes, a note logs automatically to the ticket's timeline with the new priority and a timestamp, giving support leads a visible trail without opening property history.
Workflow map
Enrollment, branches and actions at a glance
reporting-alerts-044
flowchart TD
A[Ticket Priority changes] --> B[Create note on ticket timeline with new priority]
B --> C[Set last_priority_change_logged_at = now]
When to use it, when not to
- UseUse it for lightweight, visible tracking of priority escalations and de-escalations on tickets that matter for SLA or leadership visibility.
- UseUse it when support leads read ticket timelines directly and want inline change visibility rather than checking property history per ticket.
- SkipDo not expect a true before/after log from this pattern alone. Native workflow tokens expose only the CURRENT, post-change value; for a "changed from X to Y" note, add the snapshot-property technique described in reporting-alerts-035.
- SkipDo not apply this to every ticket property. Priority is a high-signal field; logging every property change creates timeline noise nobody reads.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.3 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the reporting and alerts pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
