I feel like I've failed to grasp the basics of Service Desk... Just starting to use it for the first time. I can't find this anywhere in the help files.
*If I generate a ticket that contains 'is Offline' in the summary, I want to change the priority of that ticket to 'Emergency".
- I have already added 'Emergency' as a Priority in the Desk Definition area.
- I am using the MSP Assist desk that was created when I had MSP Assist installed.
- I tried creating procedures in the De-Dup and Mapping areas but they just prevent a ticket from being created at all.
Can someone point me in the right direction?
To add to JamesB answer...
Attached are sample sub procedure and the procedure to call that sub procedure for the Service Desk Template Incident Management.Service Desk > Procedure Definitions > Sub-Procedures > click on folder > New Procedure > (Save as SubPriority)
(I kept the add note on line 2 to show how I commonly debug procedures)
Service Desk > Procedure Definitions > Stage Entry or Exit > Incident > Incident enters Identified
You will have to create a sub-procedure with if / else test incident property and select summary. If contains "is Offline" assign ticket property priority to Emergency.
Thanks guys. That seems to make sense. Unfortunately I am unable to generate tickets at all now, even after reversing my experimental changes. The request is being sent from Monitor, but does not appear to be processed by Service Desk. I have a ticket open with Kaseya to fix.
I'll test out the Sub Procedure as soon as I get tickets flowing again.
Thanks James, worked great!
Why do you have the If testIncidentProperty there? Since you're launching the sub-procedure from the Stage entry into Incident, isn't this already guaranteed?
I know Kaseya can be quirky... so wondering if you came across issues that prompted you to add it.