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Assessment levels

Assessments allow users to define request importance using the Assessment action. Administrators configure assessments for Impact, Urgency, Priority, and Risk. Each type contains configurable levels to categorize requests.

Assessment types

Access assessment configuration

Administrators can access assessment level settings through the Service Manager configuration.

Use the navigation menu

  1. Select the Configuration cog icon at the bottom of the left navigation menu.
  2. Select Service Manager from the navigation dropdown.
  3. Scroll to the Administration section.
  4. Select Assessments.

Manage assessment levels

Each assessment type includes four default levels: Low, Medium, High, and Critical. Use the Levels tab to add, rename, or delete levels. You can also provide translations for level names in this tab.

Assessment Levels

Change the display order

Levels appear in fields in the order defined in the configuration. New levels are added to the bottom of the list by default.

  1. In Assessments, select an assessment type.
  2. In the levels list, use the grab handle icons to the left of each level to drag and drop them into the preferred order.

Assessment types

Priority

Priority is available for any request using the Assessment action.

  • Visibility: Priority appears as a column in the request list and supports sorting.
  • Service Levels: Priority helps determine the service level applied to a request.
  • Escalation: Service level escalations can automatically increase priority.
  • Workflows: Priority drives communication logic and process branching within a workflow.

Impact

Impact is available only through assessment questionnaires. Workflow automation initiates these questionnaires.

Urgency

Urgency is disabled on the request Assessment action by default. Use one of the following methods to enable it:

  • Global Setting: Enable the urgency selector for all requests by configuring the following setting:
Name Description
app.com.hornbill.servicemanager.request.assessment.visibility Enables the urgency selector in the assessment action tab. Set to None to hide the selector.
  • Workflow Automation: Enable urgency via a workflow questionnaire. This method allows the urgency assessment to appear at a specific stage in the process.

Risk

Risk is available only through assessment questionnaires. Workflow automation initiates these questionnaires.

Important

If you add new levels to an assessment type that has existing questions with defined thresholds, you must update those thresholds to include the new levels.

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