Need to change the Incident priority from P1 to P4 based on it's description.

[gharitha]

Need to change the Incident priority from P1 to P4 based on it's description.

For an example if the the Description Contains Server Reboot then the incident priority needs to be decreases to P4.

Any Ideas?

Thanks

[Ahmmed Ali · Accepted solution]

Hello,

you can do it either at server side or client side.

if server side, then have a before insert/update business rule on indent table and give condition as description contains "server reboot" and then in actions, set the impact and urgency such that priority becomes P4 (priority is auto set based on impact and urgency. )

else

in client side you can use below script in client script.

var d = g_form.getValue("description");

if(d.indexOf("server reboot")!=-1){

g_form.setValue("impact","value for impact");

g_form.setValue("urgency","value for urgency");

}

thanks,

Ali

[Tony Chatfield1]

Hi,

It may be wiser to consider a reference or choice list field, rather than depending on free text - assuming you are considering the existing task.description fields.

Any function with a dependency on free text is subject to human nature\user err0r.
Utilizing a constrained list of some sort will also aid with consistent data and reporting.

Regards Tony