Lauren Posted January 21, 2019 Share Posted January 21, 2019 Hi We've found that some of our requests are being resolved by analysts without a priority being set - despite there being a mandatory checkpoint to set a priority. We've located a setting to stop a request being resolved/closed without an owner, but no similar setting for the priority. Is there a setting to prevent the resolution of requests that do not have a priority set? We've thought about locked buttons, but unfortunately they don't fit our varying incident types. Thanks Lauren Link to comment Share on other sites More sharing options...
BobbyB Posted January 21, 2019 Share Posted January 21, 2019 @Lauren This would be useful especially when reporting on different priority calls. Many thanks Bobby Link to comment Share on other sites More sharing options...
Victor Posted January 21, 2019 Share Posted January 21, 2019 10 minutes ago, Lauren said: Is there a setting to prevent the resolution of requests that do not have a priority set? There is no such setting I'm afraid... 10 minutes ago, Lauren said: We've thought about locked buttons, but unfortunately they don't fit our varying incident types. If this is not an option, then what I can suggest is the following: in your business process, before resolution (possibly right before it) have a decision node to check for request priority. If the priority is missing divert the process through a branch that creates a manual task as a reminder to the analyst that the priority is missing and it needs to be set. The analyst sets the priority and then completes the task. Have this looping until a priority exists (to avoid the analyst completing the task without setting the priority) You can use this configuration in conjunction with the application setting that prevents a request from being resolved/closed as long as there are active process tasks. Because you will have a manual task created if the priority is missing, it means the analyst will be unable to resolve/close the requests until there are no more active tasks. Link to comment Share on other sites More sharing options...
Lauren Posted January 25, 2019 Author Share Posted January 25, 2019 Hi @Victor Thanks for your response - having that manual task would work, but it seems a long winded-way to get around the issue we're facing. Could we request the setting, prevent resolution of requests without a priority set, as an enhancement please? Thanks Lauren 1 Link to comment Share on other sites More sharing options...
Alisha Posted January 28, 2019 Share Posted January 28, 2019 On 1/25/2019 at 3:11 PM, Lauren said: Hi @Victor Thanks for your response - having that manual task would work, but it seems a long winded-way to get around the issue we're facing. Could we request the setting, prevent resolution of requests without a priority set, as an enhancement please? Thanks Lauren +1 This would be really useful. Link to comment Share on other sites More sharing options...
Aaron Summers Posted January 28, 2019 Share Posted January 28, 2019 +1 for us too Link to comment Share on other sites More sharing options...
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