Priority on Request
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10-08-2015 01:23 PM
Has anyone added a priority field on request? Some of the IT groups would like to be able to place a priority on request coming in through ServiceNow. Please let me know how you set it up to work the best for your company.
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10-08-2015 01:54 PM
I find more often than not I'm abstracting Request out of the platform to begin with. All Request does is take the sum of the stuff a user placed in the cart and wraps it in a separate task layer (with little to no insight into the contents). The only practical application for this is approvals based on total cost of cart items. In reality I find companies want a far more granular approval mechanism (ie. on the items themselves). The task type confuses the consumers, who more often than not aren't ordering more than one thing at once anyway.
To that end, if I put a priority anywhere it would be on the RITM, not the REQ. I would also *NOT* populate it automatically based off user input (unless you want all requests to always be highest priority from that day on).
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10-08-2015 02:07 PM
I agree the RITM would be the better place for it. The one item I been having trouble wrapping my head around is we have more than one IT group and they all could have task on the request. I am sure they will not agree on the priority of how it should be worked. So should it be on the Task level?
What they are looking for is to move more important items up in the queue. So the analyst knows what is important and what can wait.
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10-08-2015 02:37 PM
I think lack of agreement on priority of a request ( which is quiet common) by fulfillment groups is an inefficiency in the process. I agree priority should be at RITM level. You should also look into using Task boards to establish priority and communication amongst groups.
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10-08-2015 05:01 PM
Its definitely a business problem many times over before its a tool problem. First thing I see is where is the consumer in all of this? Does the business get any say in which workflows are operationally more important than others?
