Understanding how the Impact and Urgency fields on Service Desk tickets are stored
What value is stored on the ticket for the Impact and Urgency fields
For the impact and Urgency fields on tickets, we store\save the 'enum' value from the respective reference tables.
bop_sinfo -dq cr | find "impact" bop_sinfo -dq cr | find "urg"
RESULT: RESULT:
impact SREL -> imp.enum urgency SREL -> urg.enum
However on the GUI we display the 'sym' field that corresponds to the enum value.
The below extracts for the Urgency and Impact tables. This should help with the mapping of what value will be displayed on the GUI based on the enum filed
pdm_extract -f "SELECT enum, sym FROM Urgency"
RESULT:
TABLE Urgency
enum sym
{ "0" ,"1-When Possible" }
{ "1" ,"2-Soon" }
{ "2" ,"3-Quickly" }
{ "3" ,"4-Very Quickly" }
{ "4" ,"5-Immediate" }
pdm_extract -f "SELECT enum, sym FROM Impact"
RESULT:
TABLE Impact
enum sym
{ "0" ,"None" }
{ "1" ,"5-One person" }
{ "2" ,"4-Small Group" }
{ "3" ,"3-Single Group" }
{ "4" ,"2-Multiple Groups" }
{ "5" ,"1-Entire organization" }