Autotask Ticket – Impact and Urgency Fields – 2024.1 Release

hi everyone christim here from sundel Consulting in this video I'm going to talk about a new feature in aask I haven't done an aask video for quite a while so I thought it was about high time I put something together um and and did another aask video so if we look at the latest release um on the 20241 which you can access by simply clicking on the question mark and then clicking new in this release and then going to the release notes this will take you to the page I was just on I'm going to talk about this using the impact in urgency to calculate the ticket priority so let's have a look at how this actually works and what this is all about so the very first thing you want to do you want to come under the admin go into features and settings and then you want to click on service desk and down here you will have your impact and urgency mappings so you can see that this is now saying um there's going to be two Fields essentially added to a ticket so you got the impact field and the urgency field so you know what do we want to do when a single contact logs a low um a low urgency we want to change the priority to so you can see here we can just select whichever priority now you might be wondering where can we change these priorities or we can simply come back one step and then we can go here into the task and ticket priorities and you can set them in here so if I wanted to make a P3 for example I could just come in here and said this is P3 give it a color have brown and let's give whatever that is B and now we have a P3 so what we can do at this point is if we come back into here impact urgency mapping we can see we can now you know um change these to whatever priority we want and these are going to be values that going to get added onto ticket so that what will happen is it will automatically change to that priority based upon us um changing those to so let's go and have a look at where we would sit this up so this would go in the same place we just were um admin service desk tickets and then under ticket categories I have done a video on ticket categories which are link to up there somewhere um so you can see how these work so I'm not going to go into huge amount of Det tell our ticket categories at this point but what we want to do is click on a ticket category click on edit come all the way down to the very bottom pretty much to the bottom I'm just GNA move this screen hopefully you can still see it um to where we have the other options and then right down here we've got this check box for enable urgency and priority Fields so we need to make sure that this is checked on once you have that checked on on hit save and close and then simply when you create a ticket and you use that particular ticket category you'll now have these two fields that get added to the tickets so if we now change the impact to be you know multiple contacts we say the urgency is medium you can see that the priority automatically changes to medium now of course we can still go ahead and reset the priority if we want to but what these just ow us to do is so that you know your engineers aren't having to make that decision it is just giving them the ability to change that so let's coming here and set this to be manufacturing and let's do another test now what you'll see happen at this point once the ticket is actually created those two Fields disappear and all we have is is our priority field so we can see that this has changed to critical now of course we can workflow on any critical tickets um but what you can see in here is straight away we do not have the ability to um to see those fields but we can however change the priority and this is actually by Design if we look at the um the release notes and we look at the impact in urgency it does say in here that it can only be mapped during the creation of a ticket and not while editing a ticket and that kind of makes sense because of course when this ticket is being created it's at that point that you want to have the ability to have the tickets oops sorry I'm moving my screen around um it's at that point that you want to have the ability to change the impact um and the urgency once the ticket is created you don't actually need to change any of those so I hope that was useful to you guys I really would appreciate it if uh if you like And subscribe to this video if you do like the content um give it a thumbs up give it a like And subscribe it really does help um and I thank you so much for watching and I will be doing some more aask videos um over time so thank you very much and look forward to seeing you on the next video