On an incident, is there a way to have the client go through a decision tree to determine the priority level?
we are trying to set up off hours notifications, however only want true urgent requests to come through. We need to ask clients set of questions (yes/no) to accomplish this.
thank you.
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The priority is set based on the Impact and Urgency, it also can be set based on the Agreement and Company.
You can add on the incident form the urgency and impact field and add multiple values but only one to select, then configure the priority based on those fields.
Thank you. Can we ask question prior to Urgency/Impact field - to determine which it should fall into.
Example: Client wants to submit ticket.
Question 1 -Is this Test or Production enviroment.
If Test - Priority = Normal
If Production - Next question: Does this iimpact SLA’s
If Yes - Priority Urgent
If system doesn’t have that capability, can we pay development hours to have it built in?
This is a fantastic suggestion that’s sorely absent here.
I was also surprised to learn that there’s no decision tree logic in the KB module, initially.
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