Criticality–Impact–Priority–Matrix and Customer Tickets

[FloBo]

Hello everyone,

I have the problem that the Criticality – Impact – Priority – Matrix doesn't work with the customer frontend. If I create a new Phone or Email Ticket and set the service and impact, the priority changes as defined within the matrix. If I do the same via the customer frontend the priority doesn't change and is keeping the default value.

How can I use the Criticality – Impact – Priority – Matrix in customer tickets too?

I use the latest OTRS and ITSM suite.

Thanks and kind regards,
Florian

[crythias]

It depends. A customer's view of priority may be different from your matrix for agent.

[FloBo]

How can I match the customer view and my matrix?

[crythias]

By "customer's view" I meant "perception" as in, the subjective concept of how a customer perceives the priority of a ticket upon submit. I regret I wasn't clear and that apparently meant to you "what appears on the customer's web page"

(If you and I are still not able to effectively communicate on this topic, I know what you're asking. I'm not sure it can be addressed the way you want.)

[FloBo]

Okay, now I know what you mean.

I would like to configure the incident prioritization as simple as possible for the customers and us, as support team. So I though, if they only need to set the impact of an incident (how many employees are affected) and the priority will change automatically, they don´t need to decide which priority is the right one (and of course, it´s almost always the highest. ).

Alternatively, I would create some Generic Agents, which take care of the right prioritization, instead of the Criticality–Impact–Priority–Matrix for agents.

[crythias]

or ACLs (I know, ick ...)

[FloBo]

Ok, I never worked with ACL before, but this is a good reason to start with. After having a look into the manual, I wrote this example code:

Code: Select all

 $Self->{TicketAcl}->{'setPrioTest'} = {
        # match properties
        Properties => {
                   Ticket => {
                        ITSMCriticality => ['2 medium'],
			ITSMImpact => ['1 low']
                    }
        },
        # return possible options
        Possible => {
        # possible ticket options
                 Ticket => {
                       Priority => ['1 low'],
                 },
        },
    };

But back in OTRS I recognized, there is only a graphical creation available. So I tried to reproduce my code and got caught.



How do I enter 'Priority => ['1 low']' into this mask? I tried to just enter 'Priority => ['1 low']' in the edit field, but it doesn´t work.

Is this the right way how I´m doing this or should I enter something else? I would appreciate any help!

Edit: I tried it another time and now, I was able to enter the 'Priority = 1 low' value in that mask. But anyway, it still doesn´t work.

[crythias]

I don't know why you can't choose Priority besides the fact that it's not available as a choice.
Type the word Priority under Ticket.

[FloBo]

I got this now and deployed the ACL. But when I open the Create Customer Ticket mask and enter my values, the default priority still doesn´t change.

[crythias]

It won't change default. It should only change what's available to choose.

[FloBo]

Ahh too bad. Is there a way to set a dependency within the customer ticket, to recalculate the priority before submitting the ticket?

[friendly]

I am looking at exactly the same issue: when a customer creates a ticket, puts in the impact level (1 large group or vp, so highest level) , the service is already attached to a criticality level (e.g. mail is 1 very high) so now I want to have the priority automatically calculated according the value set in the criticality <-> impact <-> priority matrix.
But when the ticket is created it is always the default value.
The calculation is adjusted when I logon as an agent, click priority and try some switching of impact levels, so it seems to be able to calculate using the values I used.
I must have missed something because I cannot imagine that this does not work like I would expect it to do ...Please help I am stuck now..

[jossuahe]

I am looking at exactly the same issue: when a customer creates a ticket, puts in the impact level (1 large group or vp, so highest level) , the service is already attached to a criticality level (e.g. mail is 1 very high) so now I want to have the priority automatically calculated according the value set in the criticality <-> impact <-> priority matrix.
But when the ticket is created it is always the default value.
The calculation is adjusted when I logon as an agent, click priority and try some switching of impact levels, so it seems to be able to calculate using the values I used.
I must have missed something because I cannot imagine that this does not work like I would expect it to do ...Please help I am stuck now..

Hola friendly,

Did you solve this problem ?, I want to know how it can be achieved, I am reviewing the same now.

I would appreciate any help.