Priority not calculated correctly

[Linda]

Hi,

I’ve set the Priority Matrix as follows:

When creating a new ticket, the Service Criticality is set to 1 – Critical. I have made it so that an Agent/Customer has to fill in the Impact field (ITSMImpact). But no matter what I fill in the Impact field, it will always set the Priority to 1 – Critical. It seems the calculation is not being done right, but I can’t figure out why/how.

On the other hand, when the ticket is being created in the Customer Portal, it will set the priority to the default value, and it will not change it based on the Criticality / Impact, it will always remain the default value.

In addition to this, the Criticality seems to be linked to the Service, however, for our ticket system a service can have all four criticalities, is it possible to unlink Criticality from Service and make it so an Agent/Customer has to fill in Criticality as a dynamic field, the same way that Impact is filled in, and then the matrix calculates the right priority based on those two fields. At the moment I made it so that an Agent/Customer has to fill in both Criticality and Impact in the form, but it seems that the Criticality field is being overwritten by the Criticality that is linked to the service.

Thank you in advance.

[Sven Oesterling]

Hello Linda,

first your second point – you can just add the dynamic field ITSMCriticality to the forms in the admin area (Dynamic Field Screens).

Regarding the calculation – I will have a look at this, as soon as I have time for it.

Best regards, Sven

[Linda]

Hi,

I did add the ITSMCriticality field to the form. But the system overwrites this criticality with the critcality that is linked to the service.

Kind regards,

Linda

[Author]

Posts