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Setting up two different priorities

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Yousef Jamous
Respected Contributor.

Setting up two different priorities

Hi
I've the following scenario:
I've a client that wishes to implement two different set of priorities. To elaborate more, I'll give an example:
The customer has 2 teams, team A is the communication team,and Team B is the Servers Team.
Team A would like to implement the following priorities: Low (resolution 72HRS), Normal (resolution 48HRS), High (resolution 12HRS)

On the other hand, Team B would like to implement the same priorities, but different resolution times:
Low (resolution 48HRS), Normal (resolution 24HRS), High (resolution 4HRS)

How can be this implemented?
Can I create a different field for Priorities? (e.g. Team A Priority and Team B Priority)?

Thanks All in advance
10 REPLIES
Eng.NM
Honored Contributor.
Solution

Re: Setting up two different priorities

hello

This could be achieved through making DB rules such that you can change the planned resolution time according to the workgroup or the user, for example make a condition for teamA workgroup, such that to check that this assigned person is from teamA then set the planned time to current data plus 2 days, and if you have set the support hours then it will only count the support hours period only, hope this could address what you want.
thanks
Sandeshp_1
Honored Contributor.

Re: Setting up two different priorities

Hi Yousef,

Create two different priorities field for Team A and team B. And set the resolution time.

Eg:
Team A - Low (72 Hrs)
Team A - Normal (48 Hrs)

Team B - Low (48 Hrs)
Team B - Normal (24 Hrs)
Yousef Jamous
Respected Contributor.

Re: Setting up two different priorities

Thanks Sandeshp & Eng. NM for your replies.

I have a question related to Sandeshp suggestion: If I create two priority fields, will I be able to set actions/notifications using these new Priorities?

Again
Thanks All
Alok Shrotri
Honored Contributor.

Re: Setting up two different priorities

Hi Yousef,

Yes!! You can trigger alerts/notifications based on different priorities.
Sandeshp_1
Honored Contributor.

Re: Setting up two different priorities

Hi Yousef,
Yes... you can do the things.



Yousef Jamous
Respected Contributor.

Re: Setting up two different priorities

Ok, just to make sure that I made the right question.

What I'll do I'll have two different forms, one for TeamA and one for TeamB.

I'll have field for TeamA call TeamA Priority and have resolution times.

On the other form, I'll put TeamB priority and set different resolution times.

And according to what I got from all the people who answered me that this is achievable. Is this true?

Thanks ALL. U R All great help
Sandeshp_1
Honored Contributor.

Re: Setting up two different priorities

Hi Yousuf,

The priority fields are the same for both form,

You will find all the priorities in single drop down menu for both form. You have to select the respective priority to form.

I think you can't separate the priorities for different forms.

Hope this will clear ur doubt.
Ruth Porter
Acclaimed Contributor.

Re: Setting up two different priorities

hi there,

To separate which priorities are offered to which team look at Generic relationships and a UI rule to limnit by this.

Hope this helps, Ruth

PS don't forget to give the people who have helped you some points!
http://www.teamultra.net
Yousef Jamous
Respected Contributor.

Re: Setting up two different priorities

ENG.NM
Can you please send me an e-mail at yjamous@gmail.com ??
Thanks
Yousef Jamous
Respected Contributor.

Re: Setting up two different priorities

Sandeshp
Will you please send me an e-mail to

yjamous@gmail.com ???

Thanks