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Priority Filter By Service/ Request Type


AndyGilly
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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

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@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

 

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@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

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