Where has the priority gone?!

[Gareth Watkins]

I have a catalog item that, when calls are logged against it, does not display the priority set in the workflow to the information pane in the service call. 
The same service portfolio item has other catalog items that use the same SLA set and priorities which display without issue.

Can anyone shed any light on why these priorities do not appear?

 

[Steve Giller]

Sorry if I'm stating the obvious, but - have you checked that the Request has a Priority?

A quick test would be to add the Priority as a column in your Request List View and see if it's populated.

[Berto2002]

Indeed, we have several of these and no-one had set it! We have since forced priority on most Requests by either defaulting as part of of BP or by locking all actions until the agent has categorised, prioritised and triaged; and then unlocking again so they can proceed.

[Gareth Watkins]

@Steve Giller Yes the workflow has a priority. Oddly enough the SLA timers react as they should against said priority. The issue is that the priority set on the call just doesn't appear in the information pane.

[Gareth Watkins]

Just now, Gareth Watkins said:

@Steve Giller Yes the workflow has a priority. Oddly enough the SLA timers react as they should against said priority. The issue is that the priority set on the call just doesn't appear in the information pane.

Or in the column display in the call list.