An example of using Response Agreement rules

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    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x

    Here is a scenario of when you might want to use Response Agreement rules and how to set them up.


    You have list called Impact on your window which contains the values High, Medium and Low.  You add this Impact attribute into the variation attributes.  By adding it in as a variation attribute you are then able to use this field to filter your list of response levels.  You might also have a high priority customer called "The Boss".  You should also have the customer attribute on your variation attributes.  You might have 4 response levels: Priority 1, 2, 3 and 4.


    You create a new Response Agreement.  You click on Manage Groups and add in The Boss. You go to the Manage Rules section and then add in New Rules to reflect the following:


    CustomerImpactResponse Level
    The BossHighP1
    The BossHighP2
    The BossMediumP2
    The BossMediumP3
    The BossLowP3
    The BossLowP4

    So when a High Impact issue is logged for The Boss then the Response Level is automatically filled in as a P1.  If this isn't a read only field then your analyst could drop down the list and pick from a list of either P1 or P2.  When logging a Medium it will fill in as a P2 but the analyst could change this to a P3 etc..


    For your other customers, create a new Response Agreement.  Click on Manage Groups and add in all other customers by clicking on >> then remove The Boss.  Set up the Manage Rules to reflect the following:



    CustomerImpactResponse Level





    When another customer logs a High priority issue the Response Level is populated as P2 and there is no option for the analyst to override this.  When logging a Medium it will populate as P3 and then there is no option to override this etc..


    Frequently asked questions about Response Agreements:


    Q - I want my users to be able to override the Response Agreement that is populated by my agreement rules.  How can I do this?


    You can add an "Ignore Agreements" checkbox to the window.  This is described in this article.


    Q - If none of the criteria in my agreement rules are met I would like a full list of response levels to be available to the user.  How can I do this?


    At the bottom of your agreement rules that specify specific scenarios when to apply rules, add in rows which have no values in any of your variation attributes but with a response level defined.  You will need to add one of these "blank" rules for each of your response levels.


    Q - I have created my Response Agreement but all response levels are showing in the list / it doesn't seem to work.  Why?


    If you create your rules but find that your drop down list is not restricting the response levels based on the rules you created then you may need to make a change to your window design.  Here is a document that explains this.