New [h_itsm_requests] fields - Previous Priority Name, Previous Priority ID, Previous Priority Change Date, Count of Priority Changes

[samwoo]

Good afternoon,

I would like to request a couple of new [h_itsm_requests] fields:

1. Previous Priority Name
2. Previous Priority ID
3. Previous Priority Change Date
4. Count of Priority Changes

These fields would enhance our ability to track and manage priority changes in our ticketing process. Currently, all incidents are logged at P3 and Service Requests at P4 by default.

• If a P3 comes in and is considered a major incident, the user then changes to the priority to a P2 or P1 depending on the severity.
• If a P4 comes in and is considered BAU Project, then the priority is changed to P5

The additions of the new fields in the Request List, Reports and Custom Buttons would provide the following benefits:

• Identify Priority Changes: Identify tickets that were of a particular priority before being changed, providing a clearer picture of the prior ticket's history.
   
• Investigate Trends - Understand recurring issues or trends by observing tickets with priority changes.
   
• Custom Button Display - Allow us to hide/display custom buttons based on the previous priority and current priority
  • Since we cannot use SLA Escalation events (since tickets are not logged straight into P1 or P2 for example and could be open for a period of time before we determine it's either a P1 or P2) we have to do it manually and inform the Major Incidents group. What would be good if we could use the Custom Buttons to do the legwork for us.

While these are the primary benefits for our specific use of Priorities, I believe other customers could also find value in these new fields.

For instance, customers who allow their users to assign a priority at the point of logging a ticket, or those who use priority escalations throughout the life of the ticket, could gain additional insights from this data.

Thanks,

Samuel

[AlexTumber]

@samwoo thanks for your post.

It might be worth checking out the Request Insights feature here to get audit information about priority changes.

https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-insights

Alex

[samwoo]

Hi @AlexTumber,

Thanks for responding quickly. We are most definitely aware of this feature and do use it (we do sometimes forget it's there) - however I think having the previous priority information for open tickets would allow us to do a lot more, especially around the Custom Buttons and at a glance in the Request List, enabling us to be more reactive.

Other customers might find even more use cases.

Many thanks,

Samuel

[Steve Giller]

You can use a Custom Button to instigate the change in priority, this will allow you to use an Auto Task to put the current Priority in a Custom Field before changing to the new Priority (the same would apply to SLAs if required.)