Set Urgency & Impact

[ArunG29061990]

Hi All, 

Could you please advise if it's possible to set the Urgency and Impact in an incident through the service catalog using a long description text?

For instance, if the long description in the Service Catalog specifies "Number of Invoices Impacted is 10," can the Impact be automatically set to Minor and the Urgency to Low upon incident creation?

Impact
1-10 invoices: Minor
11-50 invoices: Moderate
50-500 invoices: Significant
More than 500 invoices: Extensive

Urgency

1-10 invoices: Low
11-50 invoices: Medium
50-500 invoices: High
More than 500 invoices: Critical

[Dr Atul G- LNG]

Hi @ArunG29061990 

Practically, this isn't a good use case for the following reasons:

• Users might make spelling mistakes.

• It only works in one language.

• Extra spaces or incorrect words will be considered a mismatch.

A better approach would be to create variables and have the user select options. Then, based on those variables, you can create a new matrix.

[Vasuki SD]

Hi @ArunG29061990 ,

Replace the "Description" field with an "Employee Affected" field and use a dropdown menu for selection. In backend of service catalog field you can map the Employee affected field to the description field. 

You can write a business rule also to archive this : 

(function executeRule(current, previous /*null when async*/) {
    var employeeAffected = current.variables.employee_affected; // Fetch dropdown value
    switch (employeeAffected) {
        case "1-10 invoices":
            current.impact = '3'; // Minor
            current.urgency = '3'; // Low
            break;
        case "11-50 invoices":
            current.impact = '2'; // Moderate
            current.urgency = '2'; // Medium
            break;
        case "50-500 invoices":
            current.impact = '1'; // Significant
            current.urgency = '1'; // High
            break;
        case "More than 500 invoices":
            current.impact = '0'; // Extensive
            current.urgency = '0'; // Critical
            break;
    }
})(current, previous);

[VasukiS]

Hi @ArunG29061990 ,

Replace the "Description" field with an "Employee Affected" field and use a dropdown menu for selection. In backend of service catalog field you can map the Employee affected field to the description field. 

You can write a business rule also to archive this : 

(function executeRule(current, previous /*null when async*/) {
    var employeeAffected = current.variables.employee_affected; // Fetch dropdown value
    switch (employeeAffected) {
        case "1-10 invoices":
            current.impact = '3'; // Minor
            current.urgency = '3'; // Low
            break;
        case "11-50 invoices":
            current.impact = '2'; // Moderate
            current.urgency = '2'; // Medium
            break;
        case "50-500 invoices":
            current.impact = '1'; // Significant
            current.urgency = '1'; // High
            break;
        case "More than 500 invoices":
            current.impact = '0'; // Extensive
            current.urgency = '0'; // Critical
            break;
    }
})(current, previous);

[ArunG29061990]

I think I wasn't able to explain the issue correctly. Let me rephrase it : 

Currently I am using the below-given statement:

current.urgency = 3;
if (producer.total_number_of_invoices_affected > 100) {
// High
current.urgency = 2;
} else {
// Medium
current.urgency = 1;
}

current.impact = 3;
if (producer.total_number_of_invoices_affected > 100) {
// High
current.impact = 2;
} else {
// Medium
current.impact = 1;
}

but I want to expand this with the following scenario: 

Impact
1-10 invoices: Minor
11-50 invoices: Moderate
50-500 invoices: Significant
More than 500 invoices: Extensive

Urgency

1-10 invoices: Low
11-50 invoices: Medium
50-500 invoices: High
More than 500 invoices: Critical

So in practicle it would be like for an example :

current.urgency = 3;
if (producer.total_number_of_invoices_affected between 1 AND 10) {
// Minor
current.urgency = 4

and same for others in same method