5 Replies Latest reply on Feb 19, 2014 1:11 PM by dmshimself

    Response level in a process query

    Specialist

      Hello,

       

      does anybody know if it possible to have the response level in query which queries the process object?

      I could not find this attribute in the process object.

       

      My aim is to query all tickets (incidents, changes and requests) in one query and to display the response level of each.

       

      Thanks for a hint.

       

      Tom

        • 1. Re: Response level in a process query
          ITSMMVPGroup

          A couple of thoughts.  You can use the respond level to set the process priority to something that has the same name as the response level.  Process priority is available at the process level.  I guess you could also add response level to the process object and then do a before save calculation that copies the IPC level one into the process level one.  I've not tried that by the way!

          • 2. Re: Response level in a process query
            Specialist

            thanks for the hint.

             

            You can use the respond level to set the process priority to something that has the same name as the response level.  Process priority is available at the process level. 

            How does this work? I am not really sure what you mean

             

            I tried to use a calculation but I am not sure how to get the response level value.

            import System

            static def GetAttributeValue(Process):

                ClassType = Process.Class.Name

                Value = ''

                if Process.Class.Name != null:

                    if ClassType =='Incident':

                        Value = Process.Incident.ResponseLevel.Title

                    else: Value = 'Class not incident'

                return Value

            If the classtype is Incident I got no result. If it is not incident it returns the class not incident message.

             

            Does anybody have an idea why the calculation does not work properly?

            • 3. Re: Response level in a process query
              ITSMMVPGroup

              In a response level one of the actions you can carry out is to set a priority as well as reassign, send reminder.  The priority field you can set here IS a process level attribute.  So commonly I create a priority called 'Incident P1' and 'Incident P2'.  Then at 0% in the response level for incident P1, set the priority field to be 'Incident P1'.  Your mileage may vary :-)

               

              For calculations I'd turn on diagnostics and see what that tells you. I would have thought response level would have been in the incident domain directly, not the Process level.

              1 of 1 people found this helpful
              • 4. Re: Response level in a process query
                Specialist

                ok, thank you for the hints.

                 

                I think I will move the calculation question to the calculation discussions to continue the discussion as it seems to be a better place for it

                • 5. Re: Response level in a process query
                  ITSMMVPGroup

                  Good idea.  I think you will need a calculation or copy rule on incident, request, change etc to copy the text of that domains response level title up to a process level object