How to set the Impact,Urgency field values base on Service,Category & Sub Category

[Rajamouly]

HI All,

I have a requirement to autopopulate the Impact & Urgency field values based on Service (Reference field), Category (choice field) & Sub Category (choice field) on Incident Module.

Is it best practice to autopopulate Impact & Urgency based on Service select-- Any thoughts?

Can anyone assist me on this?

[sabijjang98]

Hi Rajamouly,

Could you please share me how to set this up? Because currently I have the same requirement, setting up the impact and urgency based on its business service, category, and subcategory.

[Appli]

Hi, you can do this with a help (for example) of scripted UI policy, like if service is "XX", execute the script that forces urgency value to be set to Critical (g_form.setValue('urgency', '1')).

However I am also not sure how good is to populate fields based on the service as issues might be really different with different impact seen. If this is about Internet connection, "Office network is completely down for our project" should have much higher priority comparing to "I cannot open www page when connected to office network".

[Rajamouly]

Hello Appli,

Thanks for response, Will scripted UI policy works for Service (Reference field)? Or Can you please provide the script to achieve this requirement? 

[Patrick Laroch1]

Hi,

I would say the requirement is probably wrong.

Best practice is to map business_criticality of the service (or offering) to the incident.impact and make read-only.

Urgency should be based on the spread of the incident (1 user vs organization) and therefore cannot be auto populated.

Assignment of incident would be based on support group of the service.

Category and subcategory would then be only relevant to reporting. (Category/subcategory could also be used for routing to assignment group)