Hi,
I’m looking to create a keyword called Severity with a rating of 1 to 4.
When a ticket creatorand chooses a severity I would like this to also
automatically change the priority and due date to match the severity of
the ticket. My perl scripting is non-existent so if someon could help
that would be great.
Regards,
Kevin
Kevin Moran scripted ::
Hi,
I’m looking to create a keyword called Severity with a rating of 1 to
4. When a ticket creatorand chooses a severity I would like this to
also automatically change the priority and due date to match the
severity of the ticket. My perl scripting is non-existent so if
someon could help that would be great.
Just curious: How does Severity and Priority differ? I would think
that they would be linked in such a way that they don’t ever separate
and that this is therefore a pointless endeavor, but watching this and
other lists constantly stretches my understanding of things. I sense
such an experience here.
Thanks,
JSR/
Just curious: How does Severity and Priority differ? I would think
that they would be linked in such a way that they don’t ever separate
and that this is therefore a pointless endeavor, but watching this and
other lists constantly stretches my understanding of things. I sense
such an experience here.
Severity is usually regarded as the customer’s perspective on just how
bad something is. Priority is often the internal assignment of working
order. You may work on customer A’s medium severity issue before you
work on customer B’s high severity issue because customer A has a
faster response SLA than customer B.
HTH,
Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”
Just curious: How does Severity and Priority differ? I would think
that they would be linked in such a way that they don’t ever separate
and that this is therefore a pointless endeavor, but watching this and
other lists constantly stretches my understanding of things. I sense
such an experience here.
Well, I don’t know about others, but for us, they do often have a
correlation, in that most high severity things are also high priority,
but it is possible to have a cosmetic change (low severity) that is very
important to a customer (high priority). It is also possible to have a
known problem, with a known work-around (low-medium severity) that is
affecting several customers (medium-high priority).
I have also seen severity used as a “work effort required” indicator.
As always, your mileage will vary…
Cheers,
Paul