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Now the triggers are setup, when the users submit a ticket with Impact and Urgency values (which are required) a Priority value will then automatically be added. I would advise using the clone existing trigger option here so you can copy the one you've just created and then you'll just have to change the values: We then simply need to create a trigger for each of the other values in our Priority field. The trigger should look similar to the below: We can do this by following the steps below:Ģ) Under the criteria section add a criteria of Impact = High and Urgency = Highģ) Then using the OR option add a criteria for Impact = High and Urgency = Medium then do the same for Impact = Medium and Urgency = HighĤ) In the actions section add the action to set the Priority field to 1 If we refer back to our original Matrix at this point we can see that Priority 1 needs to be set in three scenarios: We can do this in Admin > Tickets > New ticket triggers

Now we just need to set up our automation to populate the priority field as well.Īt this point we need to create new ticket triggers for each Priority value of 1 to 3 based on our matrix. We now have our fields setup and users are required to set Impact and Urgency when they submit the ticket. Note as well we don't need to specify any validation options here as the field value is going to be generated automatically anyway. This is the main point of difference from the other fields as we only want to add this to the agent side forms. The setup for the Priority field is fairly similar but we're going to limit it to the agent side.ġ) Hit the add button and choose the Predefined Choices field typeĤ) Select the ticket layouts you want the field to show on. Then repeat the same for the Impact field. Here click on the cog next to the Urgency field and deselect the 'Let the user edit the field after the ticket is created' option. To do this go to Admin > Tickets > Department > 'Department title' > Layout > User Form Once it has gone into your helpdesk you may want agents to have control of this. The layout should look something like the below:Ħ) The final optional step is to limit the user's ability to change the field once the ticket has been submitted. The Impact and Urgency fields are essentially going to be the same in this example but with different titles so I'll just run through the Urgency setup.ġ) Hit the add button and choose the Predefined Choices field type.Ĥ) Select the ticket layouts you want the field to show on (I'm going to add mine to all departments on both agent and user side but you may want these to only show to the user but that's up to you).ĥ) Choose whether you want the field to be required when a user submits a ticket (I do so I've selected 'Require the user to provide a value' under user validation). Note there are default Urgency and Priority fields in the system but these aren't particularly flexible so for this workflow I would advise you create custom fields. If we go to Admin > Tickets > Custom fields we can create our fields here. To do this we'll need to create three custom fields and three triggers. When submitted a Priority is then generated by the system and is then shown on the ticket in the agent interface. The work flow I want to create is one where when a user submits a ticket they set the Urgency and the Impact. We're then going to use these values to set a priority per the matrix table below (1 obviously being highest priority and 3 the lowest): Medium - Affects groups of users across the organization but not everyone Low - Task that cannot be completed is non-time sensitive Medium - Non-critical service cannot be delivered High - Critical service cannot be delivered Im my example I'm going to set the following options for Impact and Urgency.

This is a key component of ITIL incident management and one which you can setup in Deskpro using a combination of three custom fields and a few triggers. It's often useful to set a Priority for tickets depending on the scale of the interruption they cause to your business (Impact) and the speed in which they need to be fixed (Urgency).