Set Priority Based on Urgency and Impact

2010-12-15T12:05:33Z

MLMarcos: /* Step 2. Create the trigger */

__NOTOC__
[[Category:Customizations]]
[[Category:Incidents]]
[[Category:Problems]]
[[Category:r11]]
[[Category:Requests]]
[[Category:Schema Changes]]
[[Category:Spel Code]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for setting a ticket's priority field based on the values of it's urgency and impact fields.

== Procedures ==
=== Step 1. Create the script ===
A script is created as an [[.spl file]] and placed in the [[$NX_ROOT]]/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your [[.spl file]], but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).
<source lang="javascript">cr::zmyscript(...){
int z_pri;
if ((urgency == 0) && (impact == 5))
{z_pri = 5;}
// priority = 4, is priority of High
if (((urgency == 0) && (impact == 4)) ||
((urgency == 0) && (impact == 3)) ||
((urgency == 1) && (impact == 5)) ||
((urgency == 1) && (impact == 4)) ||
((urgency == 2) && (impact == 5)))
{z_pri = 4;}
// priority =3, is priority of Medium
if (((urgency == 0) && (impact == 2)) ||
((urgency == 1) && (impact == 3)) ||
((urgency == 1) && (impact == 2)) ||
((urgency == 2) && (impact == 4)) ||
((urgency == 2) && (impact == 3)) ||
((urgency == 3) && (impact == 5)) ||
((urgency == 3) && (impact == 4)))
{z_pri = 3;}
// priority = 2, is priority of Low
if (((urgency == 2) && (impact == 2)) ||
((urgency == 3) && (impact == 3)) ||
((urgency == 3) && (impact == 2)))
{z_pri = 2;}
send_wait(0, this, "call_attr", "priority", "set_val", z_pri, "SURE_SET");
if (msg_error()) {
logf(ERROR, "error setting priority to %s on %s %s - %s", z_pri, type.sym, ref_num, msg[0]);
return;
} else {
logf(SIGNIFICANT, "successfully set priority to %s on %s %s", z_pri, type.sym, ref_num);
}
}</source>
This script was based on the following matrix:
{|
|+'''Priority Matrix'''
|-
|
! 1-Critical
! 2-High
! 3-Medium
! 4-Low
|-
! 1-Critical
| bgcolor="red"|Critical
| bgcolor="yellow"|High
| bgcolor="yellow"|High
| bgcolor="green"|Medium
|-
! 2-High
| bgcolor="yellow"|High
| bgcolor="yellow"|High
| bgcolor="green"|Medium
| bgcolor="green"|Medium
|-
! 3-Medium
| bgcolor="yellow"|High
| bgcolor="green"|Medium
| bgcolor="green"|Medium
| bgcolor="blue"|Low
|-
! 4-Low
| bgcolor="green"|Medium
| bgcolor="green"|Medium
| bgcolor="blue"|Low
| bgcolor="blue"|Low
|-
|}

=== Step 2. Create the trigger ===
This step is to create the trigger that will initiate the script. The methods used to implement the trigger vary based on the Service Desk release.

''For r11.x releases'' triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''' table.
POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));

''For older releases'' triggers are made by creating a [[.mod file]] and placing it in the [[$NX_ROOT]]/site/mods/majic directory. Name the [[.mod file|.mod]] anything you like, but it is recommended that it be preceded with a 'z'.
<source lang="javascript">OBJECT cr {
TRIGGERS {
POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
};
};</source>

=== Step 3. Publish the Schema changes ===
The methods used to publish schema changes vary based on the Service Desk release.

''For r11.x releases'', follow these steps:
#Save your Schema changes
#Publish Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line
#Start the Service Desk service

''For older release'' recycle the Service Desk service.

SDU - User contributions [en]

Set Priority Based on Urgency and Impact