The idea is to have possibility to define priority calculation matrix not only for incidents and problems, bu also for requests. And this is inline with ITIL recomendations. ITIL Service Operation 2011 Book:
Let's be ITIL compliant then;)
More seriously knowing that RIP are sharing the same table that Incident and problem, I have never understand why this was not implemented from scratch on request too
no others have interest to this idea??
will be great to have this voted up or get your comments
This has been delivered with the new Heat feature within xFlow (this can be used for Requests as well as Incidents). This feature will allow you to consider fields like urgency and impact when "prioritizing" tickets, but can also include other fields as well: https://docops.ca.com/ca-service-management/17-0/en/administering/configure-ca-service-desk-manager/configure-the-xflow-analyst-interface/heat
One of the reasons that we created the Heat feature was to address the limitations around priority calculation - only two dimensions, inability to adjust to reflect changing conditions (like age).
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