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Service Call Priority Duration Setting - Problem

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Carlos_211
Super Contributor.

Service Call Priority Duration Setting - Problem

Hi,

When we try to define a new "Service Call Priority Duration setting" we cannot select any "Assignment Priority". We are in SD 4.5 SP 18.

Thanks in advance.

I attach 2 images in a zip zile to explain the problem.
7 REPLIES
Ruth Porter
Acclaimed Contributor.

Re: Service Call Priority Duration Setting - Problem

Hi Carlos,

Assignment priority cannot be set in this way. If you want to automate giving a high assignement priority to call which has a high priority, try using a UI or DB rule to set Assignment priority high if priority is set high.

Hope this helps

Ruth
http://www.teamultra.net
Ruth Porter
Acclaimed Contributor.

Re: Service Call Priority Duration Setting - Problem

Hi Carlos,

Assignment priority cannot be set in this way. If you want to automate giving a high assignement priority to call which has a high priority, try using a UI or DB rule to set Assignment priority high if priority is set high.

Hope this helps

Ruth

PS I could not read your zip
http://www.teamultra.net
Carlos_211
Super Contributor.

Re: Service Call Priority Duration Setting - Problem

I attach now the image with my situation.

I cannot add more "Priority duration setting"
Mark O'Loughlin
Acclaimed Contributor.

Re: Service Call Priority Duration Setting - Problem

Hi,

Do you need to add in a new priotity? How many priorities do you have set up on the system and do they add up to the enteries in the screen shot.

Add priorities here -> Admin console-data-coades-general-priority
Carlos_211
Super Contributor.

Re: Service Call Priority Duration Setting - Problem

Hi again !!

That's exactly the probelm!!

I have many priorities created in codes ->general -> priority ( I attach the image ).

But the problem is that those priorities don't appear when i try to relate them with a duration.

Any Idea. Maybe the database is corrupted.
Mark O'Loughlin
Acclaimed Contributor.

Re: Service Call Priority Duration Setting - Problem

Hi,

you are looking at the "Assignment Priority" and not the "Priority"

Thoses impact codes only work with "priority" and not "assignment priority"

So have a look at your priority list and compare it against what is listed for the priority impact mappings
Jaime Andrés Cr
New Member.

Re: Service Call Priority Duration Setting - Problem

Hi Carlos,
I have the same problem, can you tell me how to resolve it?
Tks.

(Tampoco puedo ver la prioridad en Data - Codes - General)