IM Wiltshire Posted April 3 Share Posted April 3 Hello, we have noticed that some changes have been made and would like the order amended and the "None" option removed from the Priority dropdown please. Priority (Current view as) No Priority Set Low Normal High Major None Medium Urgency (Current View is) Non Urgency Set Critical High Medium Low Can these be changed as follows: Priority (Revised) No Proirity Set Low Normal Medium High Major (removing the None option) Urgency (Revised to) Low Medium High Critical Thanks Link to comment Share on other sites More sharing options...
Brhow Posted April 3 Share Posted April 3 We also have had a load of old disabled priorities appear in the portals. I can maybe fix it myself but i can even find the priority tab anymore, only got service and sla in service portfolio now 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 3 Share Posted April 3 9 hours ago, Brhow said: I can maybe fix it myself but i can even find the priority tab anymore Hi @Brhow The configuration for priorities was moved under the Service Manager Configuration over a year ago. The old priorities tab under the Service Portfolio wasn't originally removed to allow customers some time to still access these settings in the old location while they learn about the new location. Priorities themselves do not have any relationship with the Service Portfolio, so this location to configure request priorities didn't make sense. I hope that helps. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 3 Share Posted April 3 10 hours ago, IM Wiltshire said: would like the order amended Hi @IM Wiltshire The order of the priorities can be changed by grabbing the icon in the first column for the priority that you would like to move and drag and drop it at its new location. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 3 Share Posted April 3 10 hours ago, IM Wiltshire said: and the "None" option removed from the Priority dropdown please. You can edit the "None" priority and change the status to retired. Once retired it will not be visible to any user. We are also looking at options for permanent deletion but one has to be a bit more careful in case there are any workflows or rules using the priority that is being deleted. Link to comment Share on other sites More sharing options...
Brhow Posted April 4 Share Posted April 4 19 hours ago, James Ainsworth said: Hi @Brhow The configuration for priorities was moved under the Service Manager Configuration over a year ago. The old priorities tab under the Service Portfolio wasn't originally removed to allow customers some time to still access these settings in the old location while they learn about the new location. Priorities themselves do not have any relationship with the Service Portfolio, so this location to configure request priorities didn't make sense. I hope that helps. thank you thats sorted it for me, im not sure why they suddenly started appearing in the portal yesterday but ive set them all to retired now Link to comment Share on other sites More sharing options...
CraigP Posted April 16 Share Posted April 16 Was it the move to the new UI that caused previously retired levels to appear again? I have updated our priority levels to retire "None" and "Medium" again, but for some reason they're still appearing in the list. I've also renamed them, so it does seem that changes are being reflected, but the retired status doesn't seem to remove them from the list. Link to comment Share on other sites More sharing options...
CraigP Posted April 17 Share Posted April 17 @Brhow - I'd just like to ask if setting these to retired actually made them disappear from the list on your instance? As per my comment above, I've set some to retired but they are still showing in Service Manager. I thought maybe it was just a matter of it taking some time to sync or something, but they are still showing today. Link to comment Share on other sites More sharing options...
CraigP Posted April 19 Share Posted April 19 @James Ainsworth Please are you able to confirm whether I'm doing something wrong or if this is a bug in the new UI? (I've retired certain Priorities but they are still showing in Service Manager). Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 19 Share Posted April 19 Hi @CraigP It would be hard to say without getting access and viewing where you are having the issue. As a Premier Success customer you may want to get directly in touch with Hornbill Support and report this. 1 Link to comment Share on other sites More sharing options...
JAquino Posted April 22 Share Posted April 22 I'm seeing similar issues here with the retired priorities appearing in Service Manager. I tried creating a new test entry and setting it to "Retired" and even that appears in Service Manager: I am too scared to delete the default Low/Medium/High entries This was only noticed since moving to the new UI. Link to comment Share on other sites More sharing options...
Deen Posted April 22 Share Posted April 22 @JAquino Please note that there is a new Service Manager release that should be live Tuesday morning. This release contains a fix for the Priority status issues. 1 Link to comment Share on other sites More sharing options...
JAquino Posted Wednesday at 08:58 Share Posted Wednesday at 08:58 @Deen Thanks, I can see this has changed now, but we are now unable to amend or set a priority after a request has been logged! Link to comment Share on other sites More sharing options...
Steve Giller Posted Wednesday at 09:14 Share Posted Wednesday at 09:14 @JAquino Could you give some details, please? I've just tested both setting and amending a Priority on my Instance and there were no issues. Link to comment Share on other sites More sharing options...
JAquino Posted Thursday at 08:57 Share Posted Thursday at 08:57 @Steve Giller Hi Steve, this is from our incident process. The ticket was logged via self service and our process does not automatically assign a priority, so it started with "no priority set". I try to update the Priority and click Update. The colour of the Update button changes and I thought it was updated, but as you can see from the right hand side, the priority hasn't changed. Similarly if I try to amend the priority on another incident which, when you click update - the button colour changes, but the priority does not update. @ Link to comment Share on other sites More sharing options...
JAquino Posted 5 hours ago Share Posted 5 hours ago @Steve Giller @Deen Any news for the issue I reported above, or is there any assistance available as this is now causing problems with our analysts being unable to resolve tickets without a priority assigned Thanks Link to comment Share on other sites More sharing options...
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