How do I change the Priority Field

juliochacon23 · ‎03-25-2015

I am working in new SLA definitions based on priority. What we want to do is only allow the tech the ability to see the Priority. I see that the priority does not allow itil user to be changed. It looks like it is based on the impact and urgency. How do I change this? I want to be able to give the ability our techs to change the priority and not be based on the impact and urgency.

Thanks

-Julio

JordanLind · ‎03-25-2015

Is your priority field read-only? If so, check the ACL on this field and update it to allow the ITIL role to Write.

As for the priority data lookup values, navigate to System Policy > Priority Look Up Rules.

You could let the system calculate the priority and allowing ITIL users the Write ACL, they can override the calculated Priority.

juliochacon23 · ‎03-26-2015

Thanks. I'm not sure where to check the ACL? I went to Dictionary Entry for Priority. This is what I see. see below screenshot. I also don't see Priority Look Up Rules under System Policy. Any suggestions?

JordanLind · ‎03-26-2015

Hi Julio,

On your screen shot, on the Access Controls related list, check the task.priority ACL. On this record, scroll to the bottom of the form and if ITIL is not listed under the required roles, you can add it. You may need to elevate your privileges to Security Admin before you can modify any ACL.

juliochacon23 · ‎03-30-2015

Thanks for the help. I found that we had a UI policy that restricted the field to read only. Thanks