Clarity Service Management

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Priority of a template does not adjust to meet the Urgency/Impact

  • 1.  Priority of a template does not adjust to meet the Urgency/Impact

    Posted 01-22-2019 11:24 AM

    We have just upgraded this past weekend from 14.1 to 17.1.02 with the survey vulnerability and request workflow patches and have noticed the following issue.

     

    When a template has a set priority, say Priority 1, and a user edits the Urgency and Impact to adjust it to a lower priority, the priority does not update according to the matrix even after saving.  Once the ticket is saved and reopened the field acts the way it should, adjusting to meet the designated value determined by the other two.

     

    Is this typical with templates in 17.1?  User's were able to use this method before the update and we would like to restore the functionality to preserve ticket accuracy.



  • 2.  Re: Priority of a template does not adjust to meet the Urgency/Impact

    Posted 01-22-2019 12:30 PM

    Richard, what you said here seems to be a bug if not related to your customization. So I would say get a dev env and remove customization and if it still behaviors the same it is time to open a Support case. Thanks _Chi  



  • 3.  Re: Priority of a template does not adjust to meet the Urgency/Impact

    Posted 03-28-2019 02:55 PM

    Hi 

    it is a bug or not?

    we seem have the same problem!!

    17.1.0.2

    thanks



  • 4.  Re: Priority of a template does not adjust to meet the Urgency/Impact

    Posted 03-29-2019 11:08 AM

    Hi Richard

    do you have an update on your post, bug or not?