Solved: Assign Priority Automatically

RBehr · Post by **RBehr** » 26 Sep 2011, 16:55

Is it possible to automatically assign / change the priority of a ticket based on other system conditions? Our internal user department want to change the priority of a ticket based on % Escalation. So the ticket hits Notify at 70% of Escalation value, but we would like to assign a priority of "High" at 80% and "Very High" at 90%.

Is this possible?

Lorenzo_Marschall · Post by **Lorenzo_Marschall** » 26 Sep 2011, 18:50

Well, you can add an individual job to your GenericAgent.pm, there is a comment line telling you to "insert your jobs here". Run a generic agent job to update priority.

I had such discussions (escalation/priority) a couple of times, I would suggest:

Be careful, think about your processes first!

There is a good blog entry about ITIL's idea of priority/urgency/impact:
http://itservicemngmt.blogspot.com/2007 ... hould.html

hth,
Lorenzo

RBehr · Post by **RBehr** » 28 Sep 2011, 11:30

Thanks, Lorenzo. I have had the conversation with our managers to explain the ITSM difference between priority and SLA. I think I have managed to convince them not to link the two.

Znuny Open Source Ticketsystem

Solved: Assign Priority Automatically

Solved: Assign Priority Automatically

Re: Assign Priority Automatically

Re: Assign Priority Automatically