Hi guys,I need to make filters for incoming tickets. Every ticket needs to be filtered on its help topic, the specific problem, the type of ticket (a dropdown present on all help topics identifying the ticket as an incident, change request, or info request), and the urgency of the problem. That is a problem because that requires 500+ filters and on the execution order of filters are 1-99.Does this mean I can't add more than 99 filters or can some filters have the same execution order? Is there a better way to arrange my help topics and/or filter tickets? Is there a way maybe to add a column to the ticket table that can store some sort of priority/severity points? e.g. Help Topic: Telephony , Specific Problem: International Phone Numbers, Type: Incident, Urgency = Service does not work at all : This was an idea of my colleague who is more business process oriented and is currently obsessed with the urgency-impact table of ITIL and wants some complicated form of that implemented with our osTicket installation.Thanks for any feedback, Hiren 

 

Urgency

 

 

Impact

Critical

High

Medium

Low

Extensive

1

1

2

4

Significant

1

2

3

4

Moderate

2

2

3

4

Minor

2

3

3

4

My osTicket info:    Version   | 1.9.12 (19292ad)Web Server Software   | Apache/2.4.10 (Debian)       MySQL Version   | 10.0.20    PHP Version   | 5.6.13-0+deb8u1

Q: Does this mean I can't add more than 99 filters or can some filters have the same execution order?A: Some can surely have the same execution order value ;)Regarding the rest I'm not 100% sure what you trying to achieve? Do you want to mark/tag a ticket or change the priority based on the selection from the user?I guess I miss (or oversee) what you actually want to do with your ticket filters.

Hi Chefkeks,I want to change the priority based on the selection from the user. But the priority needs to be changed based on a score that is derived from the help topic, type of ticket, and the urgency of the issue. So when the ticket is submitted, a score needs to be calculated and based on the score range, the priority and due date needs to be changed.I am still in talks with the business process intern to come to some sort of compromise that isn't so complicated, but if they don't change their mind I need to hard code this somehow. 

Help Topics had priorities built in.Why not just use Help Topics to select priority?Admin panel -> Manage -> Help Topics -> any help topic -> Priority

I want to but the incidents are complex here. Help Topics are broad and a sub-topic would need to be chosen. Subtopics for each help-topics (each help topic has at least 5) have different priorities. I was thinking of adding some criteria to the ticket form and class. Then calculating it using the algorithm given to me. The only issue with that is that 1.10 is coming out soon and I will have to rewrite the code and recreate the db. This is a must-have requirement for me though.

I want to but the incidents are complex here. Help Topics are broad and a sub-topic would need to be chosen. Subtopics for each help-topics (each help topic has at least 5) have different priorities. The priority in the end needs to be calculated by a score.This is the table to be used.blank

priority list.png

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