How to populate an alert when Incident form contains P1 ticket

[shaik_irfan]

Hello Everyone,

We have a requirement where i need to populate an alert message that this is an P1 ticket on Incident form.

What i can see is when i view as end user i;e: by changing url to ESS and raise a ticket making it as P1 i can see an alert populated that this gonna be a P1 incident but at the same time when i open a ticket normally without viewing as ESS i unable to see an alert.

Will there be any particular condition that it should be viewed only for End users but not for ITIL users ? if yes how to troubleshoot to find what is the back ground script written whether it is BR, Script include or Client Script

[shaik_irfan]

Harneet,

I tried searching but unable to find, i think it is not a Client script

[Nana5]

Hi Irfan,

Use the UI policy for specific view and update the script with alert message based on priority.

Thanks

[shaik_irfan]

Prakash,

I tried filtering with View in UI Policty but when i try i unable to find ess in View condition, i think there is no ESS condition written in UI Policy

[chirag_bagdai]

Hi Irfan,

Check "when" are you getting that alert message ? ie: when you are trying to submit the   request ?

and what your ESS users are using to raise incident ? ie: Service Catalog / CMS Portal / Service Portal ?

[shaik_irfan]

Chirag,

I am getting alert message when i change impact & urgency then automatically Priority changes to Critical and then i am getting an alert. I think it is writter onChange but i am not sure.

We dont have have CMS / Service Portal then i think it might be Service Catalog