Replies posted by Marko
@christian.mentor So far so good, had a little issue with the field hiding, so I changed my step 4 to hide default Impact/Urgency on Requestors’ new forms, and hide the custom Impact/Urgency on the Agent new form.If a business rule was violated, could it be there are other rules overlapping?
Success! For anyone looking to inform their customers/requestors about the meanings of Impact/Urgency rather than just low/medium/high, this is how I made a solution:Create custom drop down fields for Impact and Urgency in Admin > Field Manager > Form Fields. Add a sentence long description of what each level of priority means to your company. Just as the example earlier in this thread, you could e.g. set the Impact values to: I can still work fully while you’re fixing this I can find a way to stay productive until this is fixed I can’t work until you fix this! Go to Admin > Business Rules, and add rules to change the default Impact/Urgency fields. The template for my rules: Requestors on New Forms Condition: Ticket Forms.CustomImpact is I can still work fully while you’re fixing this Action: Set options for Impact - Low Did this for each Impact and Urgency level, so 6 separate business rules. Also it is only for requestors, so agents can sti
I’ve always thought it odd that we continue to use IT’s terms here rather than something that reflects the end-user priority (although everything might still be urgent for some). For example: I can still work fully while you’re fixing this I can find a way to stay productive until this is fixed I can’t work until you fix this! Never seen this thinking used though :) Essentially how Low-Medium-High Impact are described in our SLAs :) But you give me an idea...You have both inspired me, I’ll see if I can make a custom field using what I would place in the tooltip as values, and then use workflow automators like @zachary.king to change the ticket priority. Will post back once I made some progress.
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