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We are thinking of making priority calculations be done using category’s but i can not seem to find anything regarding that in fresh,

 

Would this work?

Categories are linked to services in the CMDB >  Services give the Urgency of the prio calculation and Impact is add by the agent.

Together this gives a priority from the prio matrix.

Any advice on this from someone?

Hi @BartVB 

Assuming you have configured the category field on your tickets field, you could configure a custom object which will refer to the Category and Priority as shown below. You can then configure a workflow which will read the ticket category and set the priority by referencing the custom object. 

 

@BartVB - Is the Agent setting the Category or assigning the impacted service?

@rajagopal.baladhandayutham - how would that work as the workflow doesn’t handle dymanic options on the reader node?

 

 

@Roxwell If you scroll further down you would see an option to select from ticket fields placeholder where you can choose to filter based on the category placeholder. This should allow you to dynamically filter based on selected category on the ticket.

 

 

Thanks @rajagopal.baladhandayutham 

 

@BartVB  - Video to help you or anyone else checking this thread in the future 

 

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