Editing Priority Field by Workgroup Owner

Owned by Enterprise IT
May 08, 2024


Feature released in Old Mobile App (Tahoe SP3 HF01)

What's New?

In the Mobile App (old), a workgroup owner can edit the Priority field in the Incident Details page or Log New Incident for User page by overriding the Priority Matrix configuration. This is only applicable, if the ‘Allow Workgroup Owner to Edit Priority’ checkbox is enabled in Tenant configuration and workgroup owner is logged-in to the mobile app as an Analyst.

Prerequisites

  • User Persona: Analyst.
  • In Tenant configuration, the ‘Allow Workgroup Owner to Edit Priority’ checkbox must be enabled.
  • Logged in user must be the Workgroup owner for the selected workgroup.

How To Edit Priority Field by Workgroup Owner?

A workgroup owner has a provision to edit Priority field of incidents and override the Priority Matrix configuration. 

To enable the editing of the Priority field by Workgroup owner, perform the following steps:

  1. Log in to the Mobile App.
    The Mobile App Dashboard page is displayed.


    Figure: Mobile Dashboard

  2. Click the New Incident For User > Incident Details to select Tenant to open the Incident Details page.

    Or

    Assigned Incident > Incident List > Incident Details 
    The New Incident For User screen displayed with the required data to be entered to create an Incident.


    Figure: New Incident for User

  3. Select the Workgroup that is associated with the logged in user and Select Urgency and Impact values.

  4. Edit the Priority Field.

    Even if a Priority Matrix is configured for the workgroup associated with the selected Urgency and Impact combination, the configured values are displayed by default, however the Priority Field can be edited by the workgroup owner as displayed in the Priority LOV (List of Values) figure.


    Figure: Priority LOV

  5. Select the required value and click Submit.
    The Priority field is updated.

    Note:

    If the Tenant configuration is not enabled for the selected workgroup then the Priority field is updated based on the Priority Matrix configuration and the Priority field is greyed out as the edit access will not be available.