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ServiceDesk Configuration: Data Mapping and Routing Rules

作成: 13 Sep 2012 • 更新: 26 Aug 2013 | コメント数: 2
Jason Short の写真
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シマンテックの単一ビデオプレーヤー。

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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Shawn Gregory の写真

Good video, but what is the Key2 field for?

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TGiles の写真

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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