Configuring Prioritization policies

Prioritization policies auto-calculate the Due Date of Tickets or Change Requests according to their degree of importance. Alloy Navigator Express applies Prioritization policies when Tickets or Change Requests are created or modified. For example, a Ticket or Change Request Prioritization policy may set the Due Date two working hours ahead of the current time when an IT manager submits a Ticket or Change Request and sets the priority to "Emergency."

You configure Prioritization policies in the Customization > Service Desk > Tickets > Workflow > Business Policies section as follows:

• To add a new Prioritization policy:

  1. Click New > Prioritization. The Object Prioritization window opens.

  2. Type in the policy name.

  3. Optional: Type in the description.

  4. Under When ticket, specify your conditions for applying the policy. The policy will be applied when all conditions are true.

  5. Under Then, specify how to calculate the Due Date according to the Ticket or Change Request priority.
     
     You can push the Due Date ahead by the specified number of minutes, hours, or days. If you want to calculate the Due Date using the Service Desk support hours, select business hour(s) or business day(s) from the drop-down list.

  6. Click OK.

• To modify a Prioritization policy:

  1. Double-click the policy to modify. Object Prioritization window opens.

  2. Change the details, as needed.

  3. Click OK.

• To delete a Prioritization policy:

  • Select the policy to delete and click Delete.

Object Prioritization window

You use the Object Prioritization window to create a new Prioritization policy or to modify its properties.

Name - the policy name.

Description - the description of the policy.

Enabled - enables the policy.

When ticket - the conditions for applying the policy. The policy is applied when all conditions are true.

NOTE: If no conditions are specified (all operators are "any"), Alloy Navigator Express re-calculates the Due Date only when the Ticket or Change Request Priority or Submit Date is changed.

Then - this section specifies the rules for calculating the Ticket or Change Request’s Due Date.

NOTE: You configure the list of Priority values in Customization > Service Desk > Object > Classification > Priorities.

NOTE: You configure the Service Desk support hours in Customization > General > Support Hours.

Related Information:

Setting up support hours

Setting up classification

Changing the order of workflow items

Enabling and disabling workflow items

Accessing a workflow item or component by its ID