ServiceDesk

Hi,

     Using 7.1 SP2.   Our techs sometimes do not look at the impact and urgency when working or resolving an incident.  So someone woudl create the ticket and will populate the impact/urgency with something like a LOB or multiple users impacted.   When the worker uses it, the impact/urgency are autocalculating the priority.   I have a few ideas of where to turn this off in the workflow but because I cannot debug IM, it is like throwing darts.   Anyone else know where to turn this off or set the matrix (if there is one) where we can force the priority to medium?

Thank you in advance,

Jamie

Are you looking to default the auto-calculation to always Medium or something else?

The Customization Guide tells you where the decision tree is located and how to modify that. For version 7.0 its on page 21 and on 7.1 SP2 its on page 30 but basically the decision tree is in the SD.Feeder.GeneralIncidentSubmitForm for the end-user or client-facing form and then SD.Feeder.TechnicianIncidentForms for the technicians.

Hope this helps or points you in the right direction.

Hi,

I looked at that as well but that seems to be on the front end.  If a user is working an incident, it seems to autocalculate at the back end (or it adjusts itself to an urgency of the mix somewhere.)   Does the decision tree follow the lifecycle of the ticket?

Thanks,

Jamie

The logic is on the priority drop-down as there's a dynamic model that changes the other two parameters. What you can do is change it so it's a constant value and make it Medium.

Hello, One way to solve this would create a rule in Initial Routing in which is set a Normal priority for all incidents.

Thank you for your advice.   I see in the priority dropdown that I can have it run through the calculations and where to make them.   It might be better for me to disable the decision and force it to not calculate.   Thank you for your help!