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.
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