Determine way to dynamically adjust Urgency to account for Requested Due Date

Determine way to dynamically adjust Urgency to account for Requested Due Date

We are trying to find a way to automatically adjust urgency for our Helpdesk system. Sometimes, the users will either select a normal urgency when it should be higher, and then our technicians won't get to it as fast as the user would like. We would like to set up a way that will dynamically set the urgency, based on the requested due date. If this would work, we would like to see it look like this:

1. When a new ticket is created (web form only), the system checks the Requested Due Date and if:

- Less than 24 hours, verify Urgency is set to URGENT-->if not, set to URGENT

- 24-96 hours, verify Urgency is set to at least HIGH or URGENT-->if not, set to HIGH

- 96 and above--leave it set to whatever they set it to

I have already looked in the business rules, but can't seem to find anything. Please let me know if you have attempted this, or just have any thoughts on it.

Jeremy
              New to ADManager Plus?

                New to ADSelfService Plus?