Priority Setting Best Practice

[dmullinax]

Our customer wants to know if there is some internal way to "prioritize" a ticket.

For example, when Help Desk asks if a problem is for a class in session.  "This happens sometimes when our Librarians are teaching classes or it is a system wide outage."

I added a checkbox, but he is not satisfied that it does anything else.  Any ideas.

[dmullinax · Accepted solution]

So it doesn't do anything else other than tell the audience the state.  I.E. it doesn't trigger a workflow, or send out an email or anything else.  Correct?

[Robbie]

Hi @dmullinax,

For guidance, take a look at some of the Out Of Box (OOB) modules such as Incident or the Customer Service Management case tickets whereby the 'Priority' is not simply a boolean value of true/false (ticked or not ticked) but is a numeric scaled value - Eg 1 - Critical, 2 - High, 3 - Moderate, 4 - Low.

This priority field is a 'task' field meaning it's already available for you OOB but you can override as you see fit.

Would this be more appropriate? Can you share what the customer requirement is, what their exception is and what they want to measure by use of this field?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[dmullinax]

In our Incident form, we do have an "Urgency" drop-down with choices...

1 - High

2 - Medium

3 - Low

Is this it?  Does it do anything else?

[Robbie]

Hi @dmullinax,

You can leverage this Urgency field if it fit's the requirement or need from the customer.

The important thing to note is - this is a 'Task' field, meaning it is used and shared across the platform and applications.

Therefore, you can absolutely use this field (add it to your form etc), however they key point to note is, if you need to make any changes to this field, use the 'Dictionary Overrides' options for this field.

If the default values work as per the Incident form - great.

Does that help?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[dmullinax · Accepted solution]

So it doesn't do anything else other than tell the audience the state.  I.E. it doesn't trigger a workflow, or send out an email or anything else.  Correct?