Tutorial: Defining How Impact & Urgency Affect Priority for Incidents & Service Requests

Document created by Marc Stitt Administrator on Mar 8, 2017Last modified by Marc Stitt Administrator on Mar 8, 2017
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This document will guide you in how to create rules that will allow you to define how Impact and Urgency fields for Incidents and Service Requests will affect the Priority fields of these ITSM objects.

 

For Incidents

Begin by  defining Impact and Urgency as configurable fields for any incident category/subcategory required. These fields include drop-down fields that include the values of: Low, Medium, High and Critical, per field (See below):

 

 

The next step is to define the rules for automating the impact and urgency on priority.

To do this, first go to Setup -> Automations and create as many rules as are required by your business needs. Impact and Urgency can be any values that are suitable for your organization. One initial example is to create a rule where Impact=Low and Urgency=Low would change priority also to Low, as in the example below:

 

 

Ultimately, you would have these rules:

 

 

Now you are ready to go! The next time an incident, which belongs to the category you defined, is created and follows these said rules, it’s priority will be changed automatically.

 

For Service Requests

 

Begin with creating a relevant Catalog Item that fits with your business needs. Add to this catalog item variables for Impact and Urgency as we did for Incidents above (i.e. of type dropdown and with the values required), as shown below:

 

 

The next step is to define the automated workflow that will check these variables. Then, according to their values and defined rules (e.g. Impact=High + Urgency=High), the priority will change to a set value (e.g. High). This is achieved by adding the conditions as per the below screenshot:

 

 

Following this, the action which will call back to Samanage to update the priority as shown below:

 

 

Summary Steps:

 

  1. Give the process a proper name
  2. We are calling the samanage app back to change the priority - the method is “put”
  3. The URL to use is the samanage app followed by: /incidents/{{context_id}}.xml
  4. The content type should be set to: application/xml
  5. The Body section should contain the command to change the priority to what value you wish - e.g. for changing to “High” - enter:

<incident>

<priority>Low</priority>

</incident>

  1. Save the process.

 

Once you create a service request from this catalog item, the process will follow automatically to set the priority per the impact and urgency as set in the service request.

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