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Request Priority
Fields 'Impact', 'Urgency' and 'Priority' found in the 'Dates and Priority' section of the request editor describe these ticket-like handling criteria for the request.
- Service Request Shop
The user can change urgency. The default value is '3 Low'. Impact is hidden and its default is also '3 Low'.
- Request Fulfillment
After submitting a request, priority is automatically calculated from impact and urgency.
Priority Calculation
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IMPACT |
1 High |
2 Medium |
3 Low (default) |
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URGENCY |
PRIORITY |
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1 High |
1 |
2 |
3 |
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2 Medium |
2 |
3 |
4 |
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3 Low (default), none or other |
3 |
4 |
5 (default) |
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Request catalogs show primarily priority. Service request manager can manually set priority or reset it using defined calculation from impact and urgency.
To set priority manually:
- Select one or more requests in a requests catalog and call the right-click context menu.
- From the context menu, select item 'Priority'/'Change Priority'.
- The 'Change Priority' dialog opens. Set a new priority and click 'Ok'.
To reset priority:
- Select one or more requests in a requests catalog and call the right-click context menu.
- From the context menu, select item 'Priority'/'Reset Priority'.
Priority gets recalculated according to impact and urgency and the catalog refreshes to display the new value(s).
Customization Options
- Value sets for impact, urgency and priority can be expanded and translations changed. (Source values are integer, sorting is always correct with any translation.)
- In the Shop, Impact and Urgency can be displayed or hidden and made mandatory or optional - as needed., even in dependency with other data. (ApiBasketMapping defines defaults, ApiBasket allows to set visible/mandatory individually according to other data before opening.)
- Priority calculation can also be customized. (Create function 'requisition_calculatePriority()' in workflow library 'APC_cust \ requisition'.)