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HOW CAN WE DISABLE URGENCY AND IMPACT FIELD AND MAKE PRIORITY FIELD EDITABLE FROM ANALYST PAGE.

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  • 1.  HOW CAN WE DISABLE URGENCY AND IMPACT FIELD AND MAKE PRIORITY FIELD EDITABLE FROM ANALYST PAGE.

    Posted 07-04-2017 06:51 AM

    HOW CAN WE DISABLE URGENCY AND IMPACT FIELD AND MAKE PRIORITY FIELD EDITABLE FROM ANALYST PAGE. SO THAT WHEN END USER WILL RAISE A TICKET ANALYST CAN ABLE TO CHANGE THE PRIORITY BY DROP DOWN FIELD LIKE (LOW/HIGH/MEDIUM/CRITICAL/NONE) AND URGENCY IMPACT FIELD WILL NOT SHOWN IN UI. SLA WILL CHANGE DIRECTLY WITH PRIORITY.



  • 2.  Re: HOW CAN WE DISABLE URGENCY AND IMPACT FIELD AND MAKE PRIORITY FIELD EDITABLE FROM ANALYST PAGE.
    Best Answer

    Posted 07-04-2017 07:51 AM

    Note: please don't use CAPS when posting a topic, it's harder to read and it's not considered good netiquette.

     

    In order to have the Priority editable disable the default Priority calculation matrix, from the Administration tab, under the Service Desk folder.

    To disable the Urgency/Impact, you'll need to use the Web Screen Painter and hide the fields in the ticket forms.



  • 3.  Re: HOW CAN WE DISABLE URGENCY AND IMPACT FIELD AND MAKE PRIORITY FIELD EDITABLE FROM ANALYST PAGE.

    Posted 07-06-2017 04:15 AM

    Not use caps ... thanking you for suggestion ...