Setting the Priority before request resolution

[Lauren]

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

[BobbyB]

@Lauren This would be useful especially when reporting on different priority calls.

 

Many thanks

Bobby

[Victor]

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.

[Lauren]

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

[Alisha]

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.

[Aaron Summers]

+1 for us too