Priority is Set to none

[santhosh bhojraj]

Hi Team

Customer is asking whenever an employee is creating the service request , the priority is set to none
When logged in as Analyst Priority is set to 4. 

Customer would like to have the same feature as analyst

Any advice is really appreciated.

Thanks

Santhosh

[Brian Mathato]

Hi Santhosh,

This is pretty easy to archive, by using a defaulting data-partition on the Employee Role that sets the priority to 4.

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Kind Regards,
Brian
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[Michael Mueller]

Another way to accomplish this, is by setting the avaiable Priorities (including the defaut priority) in the webengine config, which at least is more related to to the employee contact type ;)
Take a look at  NX_ROOT/bopcfg/www/web.cfg
...
# Valid priorities for employee-created requests. Must be chosen from
# {none 1 2 3 4 5} separated by spaces, with the default first
EmpPrio none 3 4 5
...
Change it to your needs and restart the service.
Regards
...Michael

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Principal Services Consultant
HCL Enterprise Studio
Germany
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[santhosh bhojraj]

Dear Brian / Michael 

I followed both the suggestion but it didn't work. I tried the following document 
https://knowledge.broadcom.com/external/article?articleId=25342

Any advices 

Thanks
Santhosh

[Michael Mueller]

I am sorry for the confusion.
Once again I had to understand, that I should not suggest anything before testing it by myself.
My suggestion was based on what I had in mind for years now, but this is obviously not working anymore! 
I confirmed that on my testbox. So, web.cfg is not the way to go anymore.

However I was wondering that Brians suggestion did not work either, which I can confirm as well.
The trick is not default the priority.
As you might be aware, and I suddenly remembered: Incident priority is based on a calculation matrix of urgency and impact.
While an Employee si able to specify the Urgency through its user interface, but not the Impact, I tried to default the impact through the data partition:

"impact=1" is equivilant to "5-One person" , which is fine for the Employee Interface....

After doing so, the Priority is calculated to "3" in my environment.

Hope the same helps and work for you.
Regards
..........Michael

------------------------------
Principal Services Consultant
HCL Enterprise Studio
Germany
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[santhosh bhojraj]

Thanks Michael for the feedback. We Tried using the same steps but it didn't worked for us.But what we did was to deinstall the Urgency on Employee and it did the trick. 

Thanks for all the support

cheers

Santhosh

[Brian Mathato]

The collaboration and effort demonstrated here must really be commended.

Cheers to TEAMWORK! :-)


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Kind Regards,
Brian
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[santhosh bhojraj]

Thanks Brian for the timely support...

Take care , cheers Santhosh

[Brian Mathato]

Hi Santhosh,

If both methods that have worked for years in every version to date does not work, my advice would be to log a support case for further investigation.

In the interim, please share a screen print of the Data-Partition constraint you created as well as the web.cfg  

By the way, if you have multiple servers in your implementation, you have to make the change to all the web.cfg files on all the servers and recycle the services for the changes to take effect.

--

Kind Regards,

Brian