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ServiceDesk Configuration: Data Mapping and Routing Rules

Created: 13 Sept 2012 • Updated: 26 Août 2013 | 2 comments
l'image des Jason Short
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This video will cover how to setup data mapping in ServiceDesk and utilize those mapping tables as part of Routing Rulesets.

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l'image des Shawn Gregory

Good video, but what is the Key2 field for?

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l'image des TGiles

The Key2 field is an optional value that you can use to specify two conditions be met for the data mapping. This type of data mapping is used in the Urgency & Impact configuration for ServiceDesk. 

So for ServiceDesk if Urgency is Non-Urgent Service and Impact is Single user a priority of low would be mapped. However if Urgency was Non-Urgent Service and Impact was Department/LOB/Branch the priority would be mapped to High or Emergency.

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