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Automation Ruleset configuring sla and priority 7.5

Created: 25 Mar 2013 • Updated: 26 Aug 2013 | 3 comments

We are trying to keep our old priorities from 6.5 in this system so i change the service desk application data and edit the 'Impact/Urgency Matrix'

I then made a ruleset to test if priority is one of these and to 'calculate the priority' if it is not.  I could not get this to work untill i copied the settings back in the 'Impact/Urgency Matrix' with the key 1 and key 2 reverse. but now i get this.

Execution results for Ruleset [OnIncidentReceived]
Rule [1]: If NOT [Priority][Is Specific Priority(Low)] AND NOT [Priority][Is Specific Priority(Medium)] AND NOT [Priority][Is Specific Priority(High)] AND NOT [Priority][Is Specific Priority(Critical)] Then [Set Priority][Using Impact/Urgency Matrix(Impact/Urgency Matrix)] :: The condition was met. 1 Successful Actions. 0 Failed Actions.
Rule [1]: Action Succeeded: [Set Priority][Using Impact/Urgency Matrix(Impact/Urgency Matrix)]
Rule [2]: If [Any] Then [Set SLA][For Milestone by Process Priority(Initial Response)] Using [2 Parameters] AND [Set SLA][For Milestone by Process Priority(Resolution)] Using [2 Parameters] :: The condition was met. 2 Successful Actions. 0 Failed Actions.
Rule [2]: Action Succeeded: [Set SLA][For Milestone by Process Priority(Initial Response)] Using [2 Parameters]
Rule [2]: Action Succeeded: [Set SLA][For Milestone by Process Priority(Resolution)] Using [2 Parameters]
Rule [3]: If [Any] Then [Send Incident to Workflow][At URL(http://servicedeskserver/SendIncidentEmailToAffectedUser)] Using [2 Parameters] :: The condition was met. 1 Successful Actions. 0 Failed Actions.
Rule [3]: Action Succeeded: [Send Incident to Workflow][At URL(http://servicedeskserver/SendIncidentEmailToAffectedUser)] Using [2 Parameters]
Rule [4]: If [Any] Then [Send Incident to Workflow][At URL(http://servicedeskserver/SendEmailToServiceDesk)] Using [2 Parameters] :: The condition was met. 1 Successful Actions. 0 Failed Actions.
Rule [4]: Action Succeeded: [Send Incident to Workflow][At URL(http://servicedeskserver/SendEmailToServiceDesk)] Using [2 Parameters]

now when i look at the ticket the priority is right, but in the email and the sla rule that ran it said the normal priority that comes from the  'Easy Submit Incident'  Also the default queue is left blank in the emails but are set to service desk when you look at it after the rules fire. 

do changes not take affect till after all the rules fire or am i missing something.

Comments 3 CommentsJump to latest comment

TGiles's picture

Unfortunately the OnIncidentReceived ruleset runs before certain all information is properly set for the incident. This includes the process priority that SLA is based upon. Due to this the SLA is currently always configured to be Normal no matter what priority is set by the feeder forms.

Dan B's picture

There is a need to notify Incident Manager, Helpdesk Manager/Team Leader and any resolver groups anytime an 'Emergency' ticket is raised.    Helpdesk are expected to assign this directly to the resolver group so the notification needs to fire on ticket creation.

Is there a fault raised for this issue?

And if so when are we likely to see this fixed?

TGiles's picture

The issue with SLA & Process Priority not being set properly on Incident creation is addressed and fixed in the upcoming MP1 release for ServiceDesk 7.5. 

This release is expected within the next month or so.