Clarity Service Management

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Transfer Activity before Escalate when both performed at the same time? Is there a way to ensure the vice versa?

  • 1.  Transfer Activity before Escalate when both performed at the same time? Is there a way to ensure the vice versa?

    Posted 01-08-2016 01:45 AM

    So we have the Transfer and Escalate forms customized for I and R modules. So Analysts end up performing both activities at the same time i.e., transfer to a new group as well as Change the priority and click on save.

     

    It's been noticed that the transfer activity takes a precedence on Escalate. So the Transfer activity happens before Escalate always. Is there a way to ensure that Escalate activity happens before Transfer?

     

    Business Case:

     

    For P3 and P4 tickets we do not have an notification setup on escalate. Now since the Transfer activity executes before Escalate the Email that is sent out on Transfer carries the old priority instead of the new one.



  • 2.  Re: Transfer Activity before Escalate when both performed at the same time? Is there a way to ensure the vice versa?

    Posted 01-11-2016 11:17 PM

    Hello ashutosh2015,

     

     

     

     

     

     

     

     

     

     

    #helpinghands



  • 3.  Re: Transfer Activity before Escalate when both performed at the same time? Is there a way to ensure the vice versa?

    Posted 01-12-2016 08:31 AM

    Hi ashutosh2015

     

    In addition to Kyle's questions, could you upload some screen prints or even better a video showing the sequence of steps you do and results? This may help to further clarify your query

     

    Kind Regards,

    Brian



  • 4.  Re: Transfer Activity before Escalate when both performed at the same time? Is there a way to ensure the vice versa?

    Posted 01-12-2016 12:33 AM

    If you using never version of sdm, o transfer activity you can attach an event with delay of xx seconds and do the notification from the event.