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New Impact & Priority

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BUPA IS
Respected Contributor.

New Impact & Priority

HP Service Desk 4.5 SP26 - I have created a new Imapct and Priority specific to a new BIL, however when I go to choose the new Impact in a support call it leaves the Priority blank, has anybody any idea's please?
Help is out there always!!!!!
8 REPLIES
The Pike
Acclaimed Contributor.

Re: New Impact & Priority

Seems to me you have not linked the Priority to the Impact to the Service Level being applied...

Admin Console >> Data >> Codes >> Service Level Agreement > Service Level (BIL) >> Impact vs. Priority

Hope this helps.
Points are welcome.

The Pike
BUPA IS
Respected Contributor.

Re: New Impact & Priority

Hi The Pike, thanks for your reply but I had related everything that I should have so I'm confused as to why this does not work, If you have any other ideas I would love to hear them, I have assigned a few points to you anyway.
Help is out there always!!!!!
The Pike
Acclaimed Contributor.

Re: New Impact & Priority

Post a screenie of the Support Call along with Impact vs. Priority mapping, maybe?

BTW, no points were assigned...

The Pike
BUPA IS
Respected Contributor.

Re: New Impact & Priority

Will do I have now assigned 3 more points let me know if you dont get them. Thanks
Help is out there always!!!!!
BUPA IS
Respected Contributor.

Re: New Impact & Priority

Here you are I have done a load of screen shots, thanks again. Christine
Help is out there always!!!!!
The Pike
Acclaimed Contributor.

Re: New Impact & Priority

No points as of yet. Try assigning them after replying.

There's no Caller or CI - which are needed for the selection of the Service and the Service Level.

Also, there's no sign of the BIL being applied in the Support Request. Add it as a field in the Support Request form to make sure the right BIL is being applied.

Points are welcome.

The Pike
BUPA IS
Respected Contributor.

Re: New Impact & Priority

Spot on, it is pulling in the wrong BIL, I have awarded you 10 points so I hope you get them this time. Thanks for all your help
Help is out there always!!!!!
The Pike
Acclaimed Contributor.
Solution

Re: New Impact & Priority

No points at all...