Difference between revisions of "Set Priority Based on Urgency and Impact"

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== Step 2. Create the trigger ==
 
== Step 2. Create the trigger ==
 
This step is to create the trigger that will initiate the script. Use the [[Schema Designer]] utility to add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''' table.
 
This step is to create the trigger that will initiate the script. Use the [[Schema Designer]] utility to add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''' table.
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<source lang="javascript">POST_VALIDATE zmyscript() 111 FILTER(impact{} || urgency{});</source>
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<source lang="javascript">POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));</source>
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== Step 3. Publish the Schema changes ==
 
== Step 3. Publish the Schema changes ==

Revision as of 00:46, 8 July 2008

This article provides instructions for setting a ticket's priority field based on the values of it's urgency and impact fields. This customization works only in r11.x releases.


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 Critical High High Medium
2-High High High Medium Medium
3-Medium High Medium Medium Low
4-Low Medium Medium Low Low


Step 2. Create the trigger

This step is to create the trigger that will initiate the script. Use the Schema Designer utility to add the following code as a Site-Defined Trigger to the cr (Request) table. <source lang="javascript">POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));</source>

Step 3. Publish the Schema changes

Follow these steps for publishing the schema changes:

  1. Save your Schema changes
  2. Stop the Service Desk service
  3. Run pdm_publish from a command line
  4. Start the Service Desk service


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