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How to add a custom field to the service level Tab " Impact vs Priority"

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Julio Flores
Regular Contributor.

How to add a custom field to the service level Tab " Impact vs Priority"

Hello

We have the necesity to add another field to the service call form called "Urgency" but when we want to create a UI rules with the field Impact and Urgency to obtain an automatic value of Priority isn´t work. All the combination just work for the combination on the SLA tab located on " Administrator Console -> Data -> Service Level Agreement -> Service Level - > Impact vs Priority". Then is possible to add another condition to Impact vs Priority?

BR
JF

Does anyone know how to do this?
1 REPLY
Chris Hann
Regular Contributor.
Solution

Re: How to add a custom field to the service level Tab " Impact vs Priority"

Hi Julio,

I'm pretty certain that you can't add custom fields to the Impact vs Priorty mapping within Service Desk.

We have created two custom fields in the Service Call and Incident modules called "Impact:" (note the semi-colon) and "Urgency".

We then use rules to do a "Impact: and Priorty vs Impact" mapping, the system then uses the Service Level mapping to establish the Priority of the record.