I'm not recommending anything - I am saying that is one way to get what your customers want - if you think they should have it.
Rick On Mon, Apr 4, 2011 at 12:11 PM, Kathy Morris <[email protected]>wrote: > ** > 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]>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"_ > > > _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"
