1 2 Previous Next 15 Replies Latest reply on Feb 12, 2018 4:47 AM by Alexander Schmidt

How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 8, 2018 7:31 AM

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Dear Community

Do you know where I can configure the default priority for tickets created via MyIT or e-mails sent to the Remedy e-mail address?

I know it can be changed, but I cannot remember where. Our consultant configured it during the implementation project but now he is gone...

I know that the default values could be changed in DEV studio when a new incident is created in smartIT, but that is not the goal.

Thanks and Regards,

Alex

1. Re: How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 9, 2018 6:24 AM (in response to Alexander Schmidt)
So I managed to find the way to change this for tickets opened via MyIT.
Open Application Administration Console --> Custom Configuration-->Service Request Management-->Application Configuration-->Define Application Object Template
Search for the one which is used by the affacted SRD
Click Add Target Data
Remove Impect and Urgency from the right side
Add them from the left side again with the desired Default Values filled
I still need to figure outhow this is done for tickets opened via mail.

Any suggestions?
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2. Re: How to change the default priority for Self-Service tickets

Sidhdesh Punaskar Feb 9, 2018 6:50 AM (in response to Alexander Schmidt)

There is another better solution which will address both the methods.

Do you have incident template used in AOT ?

In template you can define default values to impact and urgency.

First method: Raise request from myit, it will pick default priority from template in AOT.

Second method: Go to RBE:Console and for incident creation rule go to Actions section.
Select Template Name under Options fields. This will use template while creating incident created via email. And will use default priority from template.
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3. Re: How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 9, 2018 7:02 AM (in response to Sidhdesh Punaskar)

Not a bad solution, but since we are using templates it doesn't make sense to me to put a template on all tickets.
Also, there must be a workflow or something which steers it generally.
I mean, if I send a mail to the system it puts the priority to low, but from where is this coming?
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4. Re: How to change the default priority for Self-Service tickets

Sidhdesh Punaskar Feb 9, 2018 7:06 AM (in response to Alexander Schmidt)

It is coming from default values of impact urgency and priority selection fields on HPD:Help Desk form.
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5. Re: How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 9, 2018 7:13 AM (in response to Sidhdesh Punaskar)

This is what I also thought, but I cannot see it:
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6. Re: How to change the default priority for Self-Service tickets

Sidhdesh Punaskar Feb 9, 2018 7:19 AM (in response to Alexander Schmidt)

Probably it is mapped with SRM:Request values. There we have default mappings
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7. Re: How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 9, 2018 7:27 AM (in response to Sidhdesh Punaskar)

Where would I see that?
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8. Re: How to change the default priority for Self-Service tickets

Sidhdesh Punaskar Feb 9, 2018 7:42 AM (in response to Alexander Schmidt)

Probably the filter SRM:AOI:GetSRImpactAndUrgency_WhenNoAppsTemplate is passing SRM value to SRM:AppInstanceBridge

And further transaction from SRM:AppInstanceBridge will pass it to fulfillment request
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9. Re: How to change the default priority for Self-Service tickets

Sidhdesh Punaskar Feb 9, 2018 7:51 AM (in response to Sidhdesh Punaskar)

I think the mapping is created in Application Target Data form (Between SRM and Incident) SRM:AppTargetData
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10. Re: How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 9, 2018 7:54 AM (in response to Sidhdesh Punaskar)

Tricky system.
And sorry for asking that many questions.
So the filter you mentioned is running on the form SRM:AppInstanceBridge and gets the values SRM:Request
But where does the SRM:Request get the values when the source is a mail and not myit?
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11. Re: How to change the default priority for Self-Service tickets

Sidhdesh Punaskar Feb 9, 2018 8:17 AM (in response to Alexander Schmidt)

lets capture the logs and see what is capturing it.
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12. Re: How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 12, 2018 4:02 AM (in response to Sidhdesh Punaskar)
I have attached the filter log for the duration of the creation of an incident ticket via mail.
The incident appeared in SmartIT at 10:52 AM CET.

I have searched the file for "Urgency" and found the filter "HPD:HII:CreateIncident_018_SetDefaultUrgency" which might be the one.
It sets the urgency to 4-Low on HPD:IncidentInterface_Create
And I have found the filter "HPD:HII:CreateIncident_018_SetDefaultImpact" which seems to set the impact to 4-Minor/Localized on HPD:IncidentInterface_Create

Do you think these are the ones?

filter0113.log 9.6 MB
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13. Re: How to change the default priority for Self-Service tickets

Sidhdesh Punaskar Feb 12, 2018 4:08 AM (in response to Alexander Schmidt)

As you are generating incident via email, RBE comes into the picture, Below are RBE workflows which sets default impact and urgency.

Checking "INT:RBEHPD:Transaction-Incident_Create-100-SetImpact" (0)
   --> Passed -- perform actions
        0 : Set Fields
              Impact (1000000163) = 4000
/* Mon Feb 12 2018 10:52:13.2870 */ <Filter Level:2 Number Of Filters:261> Checking "INT:RBEHPD:Transaction-Incident_Create-100-SetServiceType" (0)
   --> Passed -- perform actions
        0 : Set Fields
              Service Type (1000000099) = 1
/* Mon Feb 12 2018 10:52:13.2870 */ <Filter Level:2 Number Of Filters:262> Checking "INT:RBEHPD:Transaction-Incident_Create-100-SetUrgency" (0)
   --> Passed -- perform actions
        0 : Set Fields
              Urgency (1000000162) = 4000

And then below filter send the info to HPD:IncidentInterface_Create

Checking "INT:RBEHPD:Transaction-Incident_Create-510-PushIncident`!" (0)
    --> Passed -- perform actions
         0 : Set Fields
               Incident Number (1000000161) = INC000000009619
               Error Number (304311610) = 0
         1 : Push Fields -> "HPD:IncidentInterface_Create"

The filter you found comes later in picture on entry is created in HPD:IncidentInterface_Create through RBE workflows.
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14. Re: How to change the default priority for Self-Service tickets

Alexander Schmidt Feb 12, 2018 4:28 AM (in response to Sidhdesh Punaskar)

Thanks for pointing me in the right direction, I will try changing those filters and see whats happening.
Updates will be posted as soon as I know more.
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