It sounds like your P5s are really P4s.  Why not change them to P4s?

(I looked, but couldn't find a way to modify this.  The manual has nothing and neither does a cursory search of forums.)

You could also automaticalliy escalate those P5s to P4s based on date.  You can just use Notification policies to escalate those incidents.

It looks like the retrieve workitem is hard coded and therefore can't be changed. You'll therefore have to use something like the techniques above to address this.

Steve

Our P5 are not the save as P4.  They are bassically anything were we have to purchase something and wait for it to come in or they are for new hire setup giving the user 10 days to complete the task.  I contact symantic support and they told me that if I wanted to change it I would have to modify the sp_retrievenextworkitemfromqueue store procedure.

You'll find this in SQL manager in your Altiris Incidents database under Programmability > Stored Procedures > dbo.sp_retrievenextworkitemfromqueue

Right-click, choose Modify, and then customize the query for your business needs.

Just for reference, this is the text:

USE [Name_of_your_Altiris_HD_database]

GO

/****** Object: StoredProcedure [dbo].[sp_retrievenextworkitemfromqueue] Script Date: 03/25/2010 12:18:32 ******/

SET ANSI_NULLS ON

GO

SET QUOTED_IDENTIFIER ON

GO

ALTER PROCEDURE [dbo].[sp_retrievenextworkitemfromqueue]

(

@queue_id as int

)

AS

begin

set nocount on

declare @workitem_number int

declare @priority int

set @workitem_number = 0

if @queue_id = 0

begin

return 0

end

/* get the workitem with the highest priority and lowest number */

if (select count(*) from workitem_current_view where workitem_assigned_to_worker_id = @queue_id) > 0

begin

select @priority = min(workitem_priority_lookup_ordinal) from workitem_current_view where workitem_assigned_to_worker_id = @queue_id

select @workitem_number=min(workitem_number) from workitem_current_view where workitem_assigned_to_worker_id = @queue_id and workitem_priority_lookup_ordinal = @priority

return @workitem_number 

end

return 0

end