CA Service Management

We need to set a different default priority for a particular tenant for incident tickets only.

The default priority for all tickets has been set from priority calculation.

If we set a different combination of default urgency and impact from data partition for roles specific to that tenant it does not override the system default set from priority calculation.

Is there any other way to achieve this?

Hi Chirag,

I think you could use and 'Auto Event' that gets attached to the tickets. The event can then have a condition that checks the tenant field and then updates it to whatever priority based on the tenant. 

Hope this helps somewhat?

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Kind Regards,

Brian

I think Brian is right here - out of the box, the system does not have the ability to use different priority defaults depending on the tenant.  You would need to have an auto-event with a condition that checks the tenant, and sets the priority based on that. 

Keep in mind that depending on your throughput, auto events can add a TON of overhead to the system as they attach to every ticket.

Thanks,
Jon I.

If you don't like the auto-events idea as it might add some overhead, you can use normal service type events (SLA), with this check\event being one of the first ones to execute ;-)

The priority would change after the ticket is saved. No way to show it before saving the ticket on the form itself?

Because then there is a chance that it would create confusion by showing the default priority on the form before saving and then changing to another priority through the event.

Hi Chrirag,

This can be circumvented by hiding the priority field when the case is initially opened and show it only in read mode or after initial saving. This way the users won't care what the initial priority was as it would not be obvious. Otherwise you need to consider writing a custom spel-code to meet your requirement.

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Kind Regards,

Brian

Based on Brian idea service type events (SLA), you can have Service Type in the Contact detail page. The Service Type has service type event to set value for urgency, impact, priority, etc. to make it like default value once the ticket saved.