We have created a customized field instead of affected_service for requests/incidents/problems (cr object), and now we want to change the behaviour of Service Desk to calculate the impact of the ticket as well as its SLA according to the customized field and not affected_service field.
Any ideas on how to carry out this customization?
I always do things like these with spel, so we can work with any kind of field and have a more versatile work on the data. Have you tried this aproach?
I've the same issue. The only thing missing is to calculate the priority based on the priority matrix
SPEL to update impact by customized field-Calculate Priority
Any idea how to do that?