user

[yardenKrispel]

hi i need help , 

How  I do  when the callaer is  VIP then the priority is will change 1-critical

thank you

[Tony Chatfield1]

Hi, without any clear details of your configuration\what it is that is not working, the community is unable to evaluate your issue.

If I add a before insert\update BR to a PDI incident table, order 100, condition =  current.caller_id.changes()

with a script of

if(current.caller_id.vip == true) {
current.impact = 1;

current.urgency = 1;

}

then when the caller of my incidents is a VIP caller, the impact and urgency of my test incident are updated to 1, which results in priority of the Incident updating to 1.

Perhaps you could attach xml copy of your BR, so that it can be reviewed?

[Bidduam]

@yardenKrispel firstly I'd suggest that logging any VIP incident as a priority 1 is not a great idea and completely devalues what a P1 is, but hey it's your choice.

If you want to do the same thing for incidents and requests you'd have to do this twice, once for each type.

1. Create a business rule on the incident table
2. When to run:
   1. Filter - caller.vip = true
      You need to dot walk to get to the vip option, so in the first filter field, scroll to the bottom,
      select "Show related fields", then find , select it and scroll down to VIP and select it, then update filter to show is true.
      
   2. Set insert and update as true.
      
      
   3. On the Actions tab: - set field values
      
      1. Impact to 1-High
      2. Urgency to 1-High
   4. Save the business rule 

That's all you need for incident.

If you want to do the same for SC_task , you need to repeat the same process in a new business rule, but rather than on the caller field, you need to use the Requested For field.

1. Create a business rule on the sc_task table
2. When to run:
   1. Filter - caller.vip = true
      You need to dot walk to get to the vip option, so in the first filter field, scroll to the bottom,
      select "Show related fields", then find , select it and scroll down to VIP and select it, then update filter to show is true.
      
   2. Set insert and update as true.
      
      
   3. On the Actions tab: - set field values
      
      1. Impact to 1-High
      2. Urgency to 1-High
      3. Priority to 1-Critical
   4. Save the business rule 

For a sc_task

 For Incidents

[yardenKrispel]

I need it to be nice in an incident, but it doesn't give me the option to choose a VIP caller.id, only specific names 

[TheronHartman]

Thank you for answering, you made my day 🙂

[Dr Atul G- LNG]

Hi @yardenKrispel 

You can write client script. and set the priority. Also without code, you can create a look up and set this. Multiple ways to do this.