Defining rules for setting priority automatically

You can define a rule for calculating the priority of a ticket from the values entered in the Impact and Urgency fields. If you use the IT Service Management business process template to create your environment, five business rules are defined in the workspaces for managing five levels of priority. Instructions are provided below for creating this type of rule manually. For more information about using business process templates, see Configuring business processes using the out-of-the-box templates.

To define a rule for setting priority

  1. Open the record definition where you want to define the rule:
    1. Click the Administration tab.
    2. In the appropriate section, click the workspace that you want to modify or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The container details page appears. 
    3. In the left pane, click Record Definitions.
      The Items page appears. 
    4. Double-click the item that you want to modify.
      The Item details page appears.
  2. In the left pane, click Business Rules.
    Icons for the rules associated with this item appear in the right pane.
  3. Click New Business Rule and select On Screen Rule.
    The New Business Rule page appears.
  4. Complete the general information about this rule:
    1. In the Business Rule Name field, type a descriptive name for this rule such as "Set Priority to 1".
    2. (Optional) In the Description field, type a description that explains the purpose of this rule such as "When Impact and Urgency are both High, set Priority to 1".
    3. (Optional) In the Business Rule Schedule field, select any work schedule configured for this container (such as Normal Work Week).
      The default is Run Any Time.
  5. In the Triggers section, define the action or event that will trigger this rule, such as a user updating a ticket:
    1. Click Add new trigger.
      The new trigger form appears. For more information about selecting triggers, see Selecting triggers for business rules.
    2. Select On Screen.
    3. Click Create.
      The Triggers section refreshes to show the new trigger statement with icons to the right.
  6. In the Criteria section, add the conditions that apply for this rule. In this case, the conditions would be High values in the Urgency and Impact fields:
    1. Click Add new condition.
      The new condition form appears. For detailed information about defining criteria, see Defining criteria for business rules.
    2. In the first field, select Urgency.
    3. In the Condition field, select equal to.
    4. In the Value field, select the appropriate value.
      For this example, select High.
    5. Click Create.
      The Criteria section refreshes to show the new condition statement with action icons to the right.
    6. Click the plus sign to the right of the condition that you just created.
      A new condition row appears.
    7. In the first field, accept the default value of AND.
    8. In the first field, select Impact.
    9. In the Condition field, select equal to.
    10. In the Value field, select the appropriate value.
      For this example, select High.
    11. Click Create.
      The criteria are completed.
  7. In the Actions section, add the action to modify the Priority field to the desired value:
    1. Click Add new action. A new action form appears.
    2. In the Action field, select Set field value.
    3. In the Method field, select Set field value again.
    4. In the next field, select Priority.
    5. In the Value field, select the appropriate value.
      For this example, select 1-Critical or the value that represents the highest priority in your system.
    6. Click Create.
      The Actions section refreshes to show the new action.
  8. Click Save.
  9. Publish the container to implement your changes:
    1. In the breadcrumb trail, click the container link.

    2. Click Save and Publish.

      A confirmation message appears.

    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings (usually zero).

Next steps

Configure similar rules for each priority level that you want assigned automatically. The trigger is On Screen for all levels.

Copy existing rule to save time

To save time, you can copy the Priority 1 rule that you just created and then modify the settings as explained below.

The following table lists the rule settings for automatically assigning priority levels 2-5. You must create a rule for each level.

PartDetails
Priority 2
Criteria

The Urgency field equals Medium AND the Impact field equals High.

OR

The Urgency field equals High AND the Impact field equals Medium.

Action

In the Action and Method fields, select Set Field Value.

Select the Priority field and 2-High in the Value field.

Priority 3
Criteria

The Urgency field equals Low AND the Impact field equals High.

OR

The Urgency field equals High AND the Impact field equals Low.

OR

The Urgency field equals Medium AND the Impact field equals Medium.

Action

In the Action and Method fields, select Set Field Value.

Select the Priority field and 3-Medium in the Value field.

Priority 4
Criteria

The Urgency field equals Low AND the Impact field equals Medium .

OR

The Urgency field equals Medium AND the Impact field equals Low.

Action

In the Action and Method fields, select Set Field Value.

Select the Priority field and 4-Low in the Value field.

Priority 5
Criteria

The Urgency field equals Low AND the Impact field equals Low.

Action

In the Action and Method fields, select Set Field Value.

Select the Priority field and 5-Planning in the Value field.

Related topics

Managing business rules

Activating and deactivating business rules

Deleting business rules

Getting started quickly for administrators

Creating approval processes

Configuring rules for assigning tickets

Configuring rules for sending notifications

Configuring rules for updating tickets

Configuring time-based rules

Defining rules for linking records

Defining rules that use mathematical formulas

Defining rules for sending customer surveys

Defining rules to create records

Defining rules to execute an external action

Defining rules to manage approvals

Was this page helpful? Yes No Submitting... Thank you

Comments