![]() Intelligent workflows Automate business processes across systems.Governance & administration Configure and manage global controls and settings.Streamlined business apps Build easy-to-navigate business apps in minutes.Integrations Work smarter and more efficiently by sharing information across platforms.Secure request management Streamline requests, process ticketing, and more.Process management at scale Deliver consistent projects and processes at scale.Content management Organize, manage, and review content production.Workflow automation Quickly automate repetitive tasks and processes. ![]() Team collaboration Connect everyone on one collaborative platform.Smartsheet platform Learn how the Smartsheet platform for dynamic work offers a robust set of capabilities to empower everyone to manage projects, automate workflows, and rapidly build solutions at scale.Agents can override the Impact, Urgency and pre-set Priority at any time by updating the Ticket Properties.Using Field Customization, you can enable your end-users to specify the Impact and Urgency of an incident at the time of creating one on the self-service portal.So, the value can change from "Low" to "Medium" or from "Medium" to "High" but not from "High" to "Low". This change is always from a lower value to higher and not the other way to ensure that the system doesn’t downgrade existing higher impact. It compares the existing "impact" field in Incident details page against the respective impacts of all associated assets and updates the value to whichever is the highest among the two.įor example, if the existing Incident impact field value is "Medium" and when a "High" impact asset is associated with Incident, the Incident impact field value will be updated to "High" from "Medium". It can be enabled using the 'Pass associated Asset impact to Incident' toggle. Priority matrix logic on Incident will be applied according to the updated Incident impact field. Henceforth, the Priority of incidents created on the service desk is automatically assigned based on its Impact and Urgency.Īsset impact is used for automatically passing impact from the list of associated assets to the "impact" field of Incident. Once you’ve specified the Priority for all the levels of Impact and Urgency, click on Save to finish.This ensures that there is a standardized process to ascertain the Priority and help agents focus on more important tickets. ![]()
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