Priority not presented in the email notification

Question

Hi all :) .. my problem is when i create an incident directly from the console a notification will be sent to the affected and assigned to users that shows the target resolution time and the priority, but when the incident is created from the portal or
in other words from a template it doesn't show priority or target resolution time, when i set the impact and urgency values in the incident template the priority value is always empty unlike creating the incident directly from the console !! anyone can help
??

Answer 1

Priority and Target Resolution Time are calculated values. They're calculated by the Incident Form. When you select the Impact and Urgency on the Incident form, the form itself (in the code-behind) sets the Priority value based on the Incident
priority matrix (which can be configured in "Incident Settings" in Administration|Settings). It also sets the Target Resolution Time.
So, when you create an Incident from a template using the portal or any other process other than the Incident Form, the priority value and Target Resolution time will not be automatically populated.
Here are some solutions you can explore with varying levels of complexity and compromises:
1) The easiest (in my opinion) is to simply set the priority value in your template. This can be done by directly editing the management pack template. (The Priority isn't calculated when you're creating an Incident template using the Incident form
in the console..it appears to be a bug in the Incident form.)
The compromise is that anytime you change the Incident Priority matrix the priority value in your template may no longer match what you changed. Plus you'll have to manually modify the xml in your incident template's management pack.
The other compromise is that you can't really set the Target Resolution Time in the template because you don't know what it will be. So your notification still will not include it.
2) Create some custom workflows, extend the Incident class, and re-work your notification subscription criteria. This is an uncomfortably complex approach (maybe someone will have a simpler one). This approach assumes you only want to send a notification
when the Incident is created and only when the priority/TRT has been calculated.
Extend your incident class with a "PriorityCalculatedSendNotification" Boolean property.
Modify your Incident template and set the PriorityCalculatedSendNotification value to false.
The first custom workflow will trigger on the creation of an Incident. This workflow runs C# or a Powershell script that examines the Incident Priority calculation and applies the appropriate value to the new Incident's Priority property if the
Priority/TRT is not already set. Similarly, if the Priority isn't already set, it also sets "PriorityCalculatedSendNotification" to true. Lastly, it calculates the TRT and applies that value to the Incident record.
The second custom workflow triggers when and Incident is updated and the PriorityCalculatedSendNotification is true. This workflow sends your notification template and also applies a new Incident template that sets the PriorityCalculatedSendNotification
to false. (The only value in that template would be PriorityCalculatedSendNotification=false to prevent it from overwriting any other value)
Your existing notification subscription that triggers when an Incident is created needs additional criteria. The additional criteria will be "Priority not equal to null" or "Priority not equal to 0" (one of those two, I can't remember
off the top of my head which option it is).
3) The simplest option of all..in your email notification, simply say "If this incident was created from the portal, it will not have a priority or target resolution time yet". Instead of adjusting Service Manager, adjust your
user's expectations ;)