Hi
We are currently running ServiceDesk 7.5 MP1 and Workflow Solution 7.5
As Symantec ServiceDesk replaced another Helpdesk solution, the company wanted to keep some terms and configurations in-line with the previous application. One of the terms being: the naming of Impact, Urgency and Priority options as well as the Impact/Urgency Matrix for automated calculation of the Priority.
Therefore I made the following changes the ServiceDesk:
Within Application Properties I changed (added and deleted) the Priorities, Urgencies and Impact options as required. I also updated the Impact / Urgency Matrix within the Data Mappings
Everything works perfect, when creating a new incident the priority would calculate correctly when Auto-calculate Priority was selected.
But now, in addition to the changes mentioned below I created an email template to be set to the Affected User within the OnIncidentReceived automation rule, and it works fine if I do not select Auto-calculate Priority, when logging the incident, otherwise the email notification is not sent.
When inserting the priority manually by selecting it from the dropdown and then creating the incident the email notification is sent as it should be.
What could be causing the automation rule to not send an email if the Auto-calculate Priority is selected?
Just as an additional note I confirmed that the preceding automation rule (which is the default set SLA for Milestone by Process Priority (Initial Response)…) is set to Run next rule if condition files to evaluate.
Any assistance would be much appreciated!
