Priority Filter By Service/ Request Type

[AndyGilly]

to make life easier for agents, it would be great to be able to only allow visibility of priorities which relate to the type of request (incident, request, change, problem) that has been created.

Is this something anyone else has requested or something that would be considered for future development??

thanks

Andy

[Martyn Houghton]

@AndyGilly

This is something that has come up before. Our workaround is to use a custom form in the progressive capture to restrict the list of priorities available and then set the priority to the selected value in the BPM. 

However having the relationship of prioritises to services and request types would be a lot cleaner.

Cheers

Martyn

 

[AndyGilly]

thank you @Martyn Houghton will have a read

It was very much the agent interaction during the escalation function that I think would be where the value of the filtering would work. I wonder if the Hornbill team will revisit the request??

[Martyn Houghton]

@AndyGilly

Yes we have that problem when using the escalate process, with a very long list of different priorities from a long list of different service level agreements.

We have in essence disabled the 'Escalate' option and now only use the 'Priority' as the initial bases for the Service Level Agreement rules. Once the request is created we only adjust the Service Level, not the priority value. This way the analyst can only select the available 'Service Levels' linked to the Service.

Cheers

Martyn

[Steven Boardman]

@AndyGilly thanks for the post.  We do have a story for exactly this, i have added you as an interested connections  ( @Martyn Houghton you are already connected). 

There is a fair amount of community interest for this, so as it gets (excuse the pun) priority, then we will post updates here.