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

[VasukiS · Accepted solution]

Hi @ArunG29061990 ,

Just check if this will help you

// Set urgency and impact based on the number of invoices affected
if (producer.total_number_of_invoices_affected >= 1 && producer.total_number_of_invoices_affected <= 10) {
    current.urgency = 1; // Low
    current.impact = 1; // Minor
} else if (producer.total_number_of_invoices_affected >= 11 && producer.total_number_of_invoices_affected <= 50) {
    current.urgency = 2; // Medium
    current.impact = 2; // Moderate
} else if (producer.total_number_of_invoices_affected >= 51 && producer.total_number_of_invoices_affected <= 500) {
    current.urgency = 3; // High
    current.impact = 3; // Significant
} else if (producer.total_number_of_invoices_affected > 500) {
    current.urgency = 4; // Critical
    current.impact = 4; // Extensive
}

[ArunG29061990]

Thanks for your efforts but if I put the invoice count 666 the following is the result:

[ArunG29061990]

Working fine now. made a few changes in producer.

Thanks