Escalation rules to bump the priority up?I can set workflow to set the field with "Mediium" - is this what you are recommending? In a message dated 4/4/2011 2:58:15 P.M. Eastern Daylight Time, [email protected] writes:
** 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]_ (mailto:[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]_ (mailto:[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_ (http://jcp.com/) ____________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]_ (mailto:[email protected]) ] On Behalf Of Kathy Morris Sent: Monday, April 04, 2011 12:58 PM To: [email protected]_ (mailto:[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_ (http://www.wwrug.com/) ARSlist: "Where the Answers Are"_ _attend WWRUG11 _www.wwrug.com_ (http://www.wwrug.com/) ARSlist: "Where the Answers Are"_ _attend WWRUG11 _www.wwrug.com_ (http://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"
