3 answers
Hello @charu
I am looking more closely at your use case and reference document because I have not implemented this before. Having completed that review I conclude that my previous answer was incorrect and will not work. I apologize for misleading you.
I had initially thought that you could remove the top values for Impact and Urgency in the fields available to customers. But there are cases in the matrix where those top values could be select in combination with lower values in the other axis and the result would not be a P1/P2 Priority. So you cannot actual solve the problem by limiting the values available in the fields. Examples:
- Impact=Extensive + Urgency=Low results in Priority=Low
- Impact=Minor + Urgency=Critical results in Priority=Medium
An ideal solution would be the one that @Vamsi Kandala recommended, but that capability is available only in DC, not in Cloud in the Customer Portal.
In Cloud, in the Customer Portal, it is not possible to control what options are available in one field (linked to an underlying work item field) based on the value selected in another field (linked to an underlying work item field).
I am still thinking about alternatives. I have a few ideas but I need to check some facts before I make a suggestion.
Can you tell us if you are using a Team Managed project or a Company Managed project? That could influence the suggestions.
Click the ... button next to the project name in the panel on the left and tell us what it says at the bottom of the pop-up.
Hi Trudy,
It shows Company Managed, same as your screenshot:
In JSM you can create a Form to use during issue submission in the Portal.
In that form you can add fields and link them to a field in the issue, or have then not linked to a field in the issue.
You can also create sections in the form to contain fields, and set the sections to conditionally display based on other fields in the form.
You could add a field for Impact that lists all the options, and link it to the Impact field in the issue. That field in the form will display all the values from your Impact issue field. In my case the issue field Is named “Custom Impact”
By linking the form field to the issue field the form field will show the options of the linked issue field, and the selection made in the form will go directly into that issue field during creation.
Then you add a section that displays only when the Impact field is set to a high value.
In this section you add another Urgency field that includes only the lower values. This version of Urgency displays only when the Impact field has a high value selected. It is important to add a unique name to the Field Key at the bottom of the configuration on the right. Also set the Response Required option
You then add a section that displays only when the form Impact field is set to the values that could would not lead to a P1/P2 ticket depending on the value selected for Urgency.
In that conditional section you add a field for Urgency that lists all the Urgency options. This section will only display when the Impact is not high, so it is okay to select any Urgency, The combination would not result in a P1/P2 ticket. It is important to add a unique name to the Field Key at the bottom of the configuration on the right. Also set the Response Required option
You can see how this works be using the Preview tab.
The Urgency field is not shown until an Impact value is selected. And the form automatically flips between which Urgency field is shown as the value of the Impact field changes.
You would associated this form to the Request Types that your customers can select in the Portal, where you want to manage their choices for Impact and Priority.
Upon submission you would need something like an Automation Rule or custom workflow actions to evaluate what value was selected for Impact, and then pull the value from the appropriate Urgency form field and feed it into the Urgency field in the issue.
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