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Catch impact on a specific categorization

  • 1.  Catch impact on a specific categorization

    Posted 10-14-2019 13:04
    Catch impact on a specific categorization

    Dear good afternoon,

    Is there any way to catch the impact on a specific CCTI.

    Scenario:
    The ticket is created, after some time on the analysis of the analyst responsible in the service desk, he performs the categorization of the ticket.
    But analysts are forgetting to enter Impact according to the category that was filled.
    Is it possible to accomplish this in the tool?

    I know it is possible to insert the impact along with other options at the moment the ticket is created by configuring the Service Catalog.

    But this is needed after the ticket has been created.

    Also because the SLA is registered according to the impact of each ticket.

    Can you help me please.

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    Jefferson Pereira Macena
    Software Developer
    Fujitsu
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  • 2.  RE: Catch impact on a specific categorization

    Posted 10-14-2019 14:47
    This may not be the perfect solution, but if your ultimate goal is to control SLA based on categorization, you may as well modify the SLA custom condition. This approach may take some additional admin overhead but will serve the purpose. And SLA does get updated on every save/WF action



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    Nadeem Ather
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  • 3.  RE: Catch impact on a specific categorization

    Posted 11-18-2019 16:41
    Edited by Ricardo Andrade 11-18-2019 16:41
    Hello Jefferson,

    You can create a Process Workflow for each priority and use Entry Criteria as a way to relate category and priority.
    After that you can create a Process Workflow for tickets without category, with just an action: 'Auto Assign Across Process Flows', this will relate the ticket to an workflow after fill the CCTI field.

    Maybe this can help.

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    Ricardo Andrade
    Service Delivery Manager
    Stefanini Consultoria e Assessoria Informática Ltda
    riasilva@stefanini.com
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  • 4.  RE: Catch impact on a specific categorization

    Posted 11-19-2019 07:03
    I understand. I am working this way, thank you very much for the support.

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    Jefferson Pereira Macena
    Software Developer
    Fujitsu
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