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

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__NOTOC__  
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__NOTOC__
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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.
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[[Category:Customizations]]
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[[Category:Incidents]]
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[[Category:Problems]]
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[[Category:r11]]
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[[Category:Requests]]
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[[Category:Schema Changes]]
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[[Category:Spel Code]]
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{{Global Header}}
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{{Global Announcement}}
  
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== Overview ==
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This article provides instructions for setting a ticket's priority field based on the values of it's urgency and impact fields. 
  
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== Step 1. Create the script ==
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== Procedures ==
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=== 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).
 
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).
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<source lang="javascript">cr::zmyscript(...){
 
<source lang="javascript">cr::zmyscript(...){
 
int z_pri;
 
int z_pri;
 
         if ((urgency == 0) && (impact == 5))  
 
         if ((urgency == 0) && (impact == 5))  
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             {z_pri = 5; }
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             {z_pri = 5;}
 
         // priority = 4, is priority of High
 
         // priority = 4, is priority of High
 
         if (((urgency == 0) && (impact == 4)) ||
 
         if (((urgency == 0) && (impact == 4)) ||
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             ((urgency == 3) && (impact == 2)))
 
             ((urgency == 3) && (impact == 2)))
 
             {z_pri = 2;}
 
             {z_pri = 2;}
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        }
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send_wait(0, this, "call_attr", "priority", "set_val", z_pri, "SURE_SET");
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send_wait(0, this, "call_attr", "priority", "set_val", z_pri, "SURE_SET");
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if (msg_error()) {
 
if (msg_error()) {
 
logf(ERROR, "error setting priority to %s on %s %s - %s", z_pri, type.sym, ref_num, msg[0]);
 
logf(ERROR, "error setting priority to %s on %s %s - %s", z_pri, type.sym, ref_num, msg[0]);
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|}
 
|}
  
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=== Step 2. Create the trigger ===
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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.
  
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== Step 2. Create the trigger ==
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''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.
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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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POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
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<source lang="javascript">POST_VALIDATE zmyscript() 111 FILTER(impact{} || urgency{});</source>
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''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'.
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<source lang="javascript">OBJECT cr {
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  TRIGGERS {
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    POST_VALIDATE zmyscript() 111 FILTER(EVENT("INSERT") || (impact{} || urgency{}));
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  };
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};</source>
  
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== Step 3. Publish the Schema changes ==
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=== Step 3. Publish the Schema changes ===
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Follow these steps for publishing the schema changes:
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The methods used to publish schema changes vary based on the Service Desk release.
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''For r11.x releases'', follow these steps:
 
#Save your Schema changes
 
#Save your Schema changes
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#Publish Schema changes
 
#Stop the Service Desk service
 
#Stop the Service Desk service
 
#Run [[pdm_publish]] from a command line
 
#Run [[pdm_publish]] from a command line
 
#Start the Service Desk service
 
#Start the Service Desk service
  
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''For older release'' recycle the Service Desk service.
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----
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<div align='center'><font color="red">To make corrections or additions to this article, select the ''edit'' tab above.<br>
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>
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[[Category:Customizations]]
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Latest revision as of 12:05, 15 December 2010

To make corrections or additions to this article, select the edit tab above.
To discuss or ask questions about this article, select the discussion tab above.

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 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. 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 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 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:

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

For older release recycle the Service Desk service.

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