business rule query
I have setup a business rule to change the priority when a certain criteria is met and it is not working :-(
When a call is logged against a certain category and assigned a certain level, I want service desk to change it to a different level. Basically in our terms, when a call is logged as an Incident (Level) and then assigned to Service Request - No SLA (Priority) , I want service desk to change the Priority to another Priority called Sev3. Service desk will just not do it, even though the criteria is met.
The reason for this rule is to stop technicians logging incorrect calls; sometimes, they accidently click an incorrect Priority for the Level and vice versa; i want to auto correct it.
Hope this makes sense.
Peter[/img]
When a call is logged against a certain category and assigned a certain level, I want service desk to change it to a different level. Basically in our terms, when a call is logged as an Incident (Level) and then assigned to Service Request - No SLA (Priority) , I want service desk to change the Priority to another Priority called Sev3. Service desk will just not do it, even though the criteria is met.
The reason for this rule is to stop technicians logging incorrect calls; sometimes, they accidently click an incorrect Priority for the Level and vice versa; i want to auto correct it.
Hope this makes sense.
Peter[/img]
Topic Participants
petera
ankit
scotthiggins
jmasters_me
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