Overview
Within the Enterprise Service Management (ESM) system all Ticketing applications share the same Priority Matrix which requires the Priority ticket attribute to be editable on a ticket form to function. In scenarios where ticketing app admin's would like to set a dynamic Priority at Ticket creation and not make the Priority attribute editable on a form Automation Rule(s) can be leveraged.
Example Shared Priority Matrix
| |
Urgency |
| Low |
Medium |
High |
Immediate |
| Impact |
Small |
Normal |
Normal |
Medium |
Medium |
| Minor |
Normal |
Medium |
Medium |
Important |
| Major |
Medium |
Medium |
Important |
Critical |
| Critical |
Medium |
Important |
Critical |
Emergency |
Example Ticketing App Priority Matrix
| |
Urgency |
| Low |
Medium |
High |
Immediate |
| Impact |
Person |
Normal |
Normal |
Normal |
Medium |
| Group |
Normal |
Medium |
Medium |
Important |
| Department |
Normal |
Medium |
Important |
Critical |
| Campus/MAU |
Medium |
Important |
Critical |
Emergency |
Example Automation Rules
The following Automation Rules replicate the above example Ticketing App Priority Matrix within Automation Rules.
For information on creating Automation Rules, please review Get Started with ESM Automation Rules article.
Rule for Normal Priority Tickets
Name: Set Ticket Priority to Low
Applies To: Create
Evaluation Order: 1001
Automation Conditions
- Urgency is one of [LOW, MEDIUM, HIGH]
- Impact is one of [PERSON]
- Urgency is on of [LOW]
- Impact is one of [Group, DEPARTMENT]
Set Advanced Filter:
Automation Actions
Change Priority to: Normal
Rule for Medium Priority Tickets
Name: Set Ticket Priority to Medium
Applies To: Create
Evaluation Order: 1002
Automation Conditions
- Urgency is one of [IMMEDIATE]
- Impact is one of [PERSON]
- Urgency is one of [MEDIUM, HIGH]
- Impact is one of [GROUP]
- Urgency is one of [MEDIUM]
- Impact is one of [Department]
- Urgency is one of [LOW]
- Impact is one of [CAMPUS/MAU]
Set Advanced Filter:
- (1 AND 2) OR (3 AND 4) OR (5 AND 6) OR (7 AND 8)
Automation Actions
Change Priority to: Medium
Rule for Important Priority Tickets
Name: Set Ticket Priority to High
Applies To: Create
Evaluation Order: 1003
Automation Conditions
- Urgency is one of [IMMEDIATE]
- Impact is one of [GROUP]
- Urgency is one of [HIGH]
- Impact is one of [DEPARTMENT]
- Urgency is one of [MEDIUM]
- Impact is one of [CAMPUS/MAU]
Set Advanced Filter:
- (1 AND 2) OR (3 AND 4) OR (5 AND 6)
Automation Actions
Change Priority to: Important
Rule for Critical Priority Tickets
Name: Set Ticket Priority to Critical
Applies To: Create
Evaluation Order: 1004
Automation Conditions
- Urgency is one of [IMMEDIATE]
- Impact is one of [DEPARTMENT]
- Urgency is one of [HIGH]
- Impact is one of [CAMPUS/MAU]
Set Advanced Filter:
Automation Actions
Change Priority to: Critical
Rule for Emergency Priority Tickets
Name: Set Ticket Priority to Emergency
Applies To: Create
Evaluation Order: 1005
Automation Conditions
- Urgency is one of [IMMEDIATE]
- Impact is one of [CAMPUS/MAU]
Automation Actions
Change Priority to: Emergency
The above examples can be adjusted and changed to meet the needs of a specific ticketing app and their priority assignment logic. One thing to keep in mind is that this approach only assigns a priority at the time a ticket is created, if you'd like the ticket's priority to continuously refresh if the value of the impact and/or urgency attributes are changed then make sure the automation rule's Applies to option is set to Both instead of Create.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.