Our priority matrix has various combinations of Impacts and Urgencies that define our Priorities. One of our Urgencies is “No Current Impact” which can be chosen for both incident and request service records. In our environment, we do not consider something an incident unless there is some impact and we want to prevent staff from setting Urgency for incident service records to “No Current Impact”. Is there a way to remove the “No Current Impact” selection for Urgency on just incident service records?
Solved
Can you have different priority matrix for incident and request service records?
+4Best answer by BiancaVatrici
Hello Colin,
Thank you for consulting with our Team regarding this topic.
Currently the selection for the values within the Urgency Field can only be enabled or disabled for the two types of Service Record but not by individual selection of the Service Record type.
A suggestion for future references would be submitting a ticket in our helpdesk with a request to support enabling/disabling the Urgency field under specific conditions for the Service Records, that can be applied for future versions. For this kind of requests, the client needs to provide justification and a use case scenario with the steps to replicate for this feature to be used by the admins.
The Service Record can be raised by clicking the 'Create a Service Record' located in our Support Section from our Page dedicated to our customers:
https://www.sysaid.com/support
The options for support can be to raise a ticket or reaching us via Support Chat and have the ticket raised along with us.
Have a great day!
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To configure different priority matrices for incident and request service records and to remove the 'No Current Impact' option for incident service records, follow these steps:
### Step 1: Log in to SysAid Admin Portal
1. Use your admin credentials to log in to your SysAid account.
### Step 2: Navigate to Priority Settings
1. Go to `Settings > Service Desk > Priorities`.
2. Review the current priority matrix and understand the combinations of Impacts and Urgencies that define your Priorities.
### Step 3: Customize Urgency Options for Incidents
1. Go to `Settings > Service Desk > Incident Management`.
2. Locate the 'Urgency' field settings.
3. Edit the 'Urgency' field to remove the 'No Current Impact' option for incident service records.
4. Save the changes.
### Step 4: Customize Urgency Options for Requests
1. Go to `Settings > Service Desk > Request Management`.
2. Locate the 'Urgency' field settings.
3. Ensure that the 'No Current Impact' option is available for request service records.
4. Save the changes.
### Step 5: Test the Configuration
1. Create a test incident and verify that the 'No Current Impact' option is not available in the Urgency field.
2. Create a test request and verify that the 'No Current Impact' option is available in the Urgency field.
If you encounter any issues or need further assistance, please let me know, and we can explore additional troubleshooting steps or consider creating a service record for more detailed support.
To configure different priority matrices for incident and request service records and to remove the 'No Current Impact' option for incident service records, follow these steps:
### Step 1: Log in to SysAid Admin Portal
1. Use your admin credentials to log in to your SysAid account.
### Step 2: Navigate to Priority Settings
1. Go to `Settings > Service Desk > Priorities`.
2. Review the current priority matrix and understand the combinations of Impacts and Urgencies that define your Priorities.
### Step 3: Customize Urgency Options for Incidents
1. Go to `Settings > Service Desk > Incident Management`.
2. Locate the 'Urgency' field settings.
3. Edit the 'Urgency' field to remove the 'No Current Impact' option for incident service records.
4. Save the changes.
### Step 4: Customize Urgency Options for Requests
1. Go to `Settings > Service Desk > Request Management`.
2. Locate the 'Urgency' field settings.
3. Ensure that the 'No Current Impact' option is available for request service records.
4. Save the changes.
### Step 5: Test the Configuration
1. Create a test incident and verify that the 'No Current Impact' option is not available in the Urgency field.
2. Create a test request and verify that the 'No Current Impact' option is available in the Urgency field.
If you encounter any issues or need further assistance, please let me know, and we can explore additional troubleshooting steps or consider creating a service record for more detailed support.
Hello Colin,
Thank you for consulting with our Team regarding this topic.
Currently the selection for the values within the Urgency Field can only be enabled or disabled for the two types of Service Record but not by individual selection of the Service Record type.
A suggestion for future references would be submitting a ticket in our helpdesk with a request to support enabling/disabling the Urgency field under specific conditions for the Service Records, that can be applied for future versions. For this kind of requests, the client needs to provide justification and a use case scenario with the steps to replicate for this feature to be used by the admins.
The Service Record can be raised by clicking the 'Create a Service Record' located in our Support Section from our Page dedicated to our customers:
https://www.sysaid.com/support
The options for support can be to raise a ticket or reaching us via Support Chat and have the ticket raised along with us.
Have a great day!
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