Pre-populate Request Priority Form

[Alisha]

Hello,

We would like to have the Request Priority form pre-populated, depending on the answers to some override flag questions.

So, for example, if a system is down, selecting that option would automatically give us the 'Critical' priority on the Request Priority form in the Progressive Capture.

Is this possible please?

Many thanks,
Alisha

[Victor]

@Alisha any reason you don't automate this and assign this priority in the workflow based on that PFC answer?

[Alisha]

Hi @Victor,

We would like to automate this. Do you mean it can be done in the Business Process? The only issue is that we might need to change the Priority for certain requests depending on the content, so if this can be done automatically within the capture, this would be better, as we can then adjust the Priority as necessary at the time of logging the request.

Many thanks,
Alisha

[Steve Giller]

There isn't a 'Default' priority setting in the the Progressive Capture, so automation would need to be in the Business Process. There's no reason you cannot allow the Priority being altered after this point if the automatically assigned one needs to be over-ridden, and with the guest.app.view.ITSM.serviceDesk.slm.enableAutomatedSLChanges setting active the SLA will be automatically recalculated if this happens (see the last section of the wiki article)