What about using Escalation rules to bump this one up? Or give them the matrix and ask if they can find a way to make it work.
Rick On Mon, Apr 4, 2011 at 11:52 AM, Kathy Morris <[email protected]>wrote: > ** > I saw this, but there are other priorities that will be affected if I do > this. > > In a message dated 4/4/2011 2:30:38 P.M. Eastern Daylight Time, > [email protected] writes: > > ** > > I believe you need to look at your weight ranges and change the weight for > impact and urgency, and then go to prioritization and re-select the value > for impact or urgency to force it to re-calculate. > > > > Regards, > > > > *Andrew Goodall* > > Software Engineer 2 | Development Services | jcpenney . jcp.com > ------------------------------ > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Kathy Morris > *Sent:* Monday, April 04, 2011 12:58 PM > *To:* [email protected] > *Subject:* 911: Modifying the Prioritization in ITSM > > > > Hi, > > > > Global OOB ITSM configuration is: > > > > Impact: Minor/Localized (weight =0) > > Urgency: Critical (weight = 20) > > Priority = Low (weight = 20) > > > > > > I have a request from the team to modify the priority to "Medium" when: > > the impact = minor/localized and the urgency =critical. > > > > When I go into the Application Admin Console, I select "Custom" - Incident > Management Advanced Options, I open the "Incident Prioritization", however I > am not able to change the priority value to Medium (it is read only) set at > "Low". > > I opened the Incident Priority, Incident Urgency, Incident Priority and > Weight forms to see the configuration that set the weight to "20" and the > value to "low". > > > > How can these value be changed? > > I know this will affect SLAs, reports, prioritization, Incident Management > weight, etc.. > > > > > > > The information transmitted is intended only for the person or entity to > which it is addressed and > may contain confidential and/or privileged material. If the reader of this > message is not the intended > recipient, you are hereby notified that your access is unauthorized, and > any review, dissemination, > distribution or copying of this message including any attachments is > strictly prohibited. If you are not > the intended recipient, please contact the sender and delete the material > from any computer. > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend > WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
