Lauren Posted January 21, 2019 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
BobbyB Posted January 21, 2019 Posted January 21, 2019 @Lauren This would be useful especially when reporting on different priority calls. Many thanks Bobby
Victor Posted January 21, 2019 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.
Lauren Posted January 25, 2019 Author 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
Alisha Posted January 28, 2019 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.
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