Administration › Service Desk › Requests/Incidents/Problems › Define a Priority Calculation

Define a Priority Calculation

Priority calculation is a predefined set of values that automatically set Priority, Urgency, and Impact values on problems and incident tickets.

Note: If you migrated from a previous release, the priority calculation values must be enabled after the migration. For more information about enabling priority calculation, see the Implementation Guide.

You can define a priority calculation to handle, incidents, problems, or both. However because two priority calculations cannot handle the same ticket type, you can review and update existing priority calculations before you create ones. For example, if you want to add a priority calculation to manage problem tickets, first clear the Problem field on the active priority calculation. Then, create a priority calculation to manage problem tickets.

If multi-tenancy is installed, you can use one public priority calculation that applies to all tenants or several tenant-specific priority calculations.

Note: For information about how priority calculation manages ticket values or tenants, see the Administration Guide.

To define a priority calculation

1. On the Administration tab, select Service Desk, Request/Incidents/Problems, Priority Calculation.

   The Priority Calculation List page appears.

2. Click Create New.

   The Create Priority Calculation page appears.

3. Complete the following fields as appropriate:

   Name

   Identifies the priority calculation.

   Status

   Specifies the ticket status for this priority calculation.

   Incidents

   Specifies whether this priority calculation applies to incident ticket types.

   Problems

   Specifies whether this priority calculation applies to problem ticket types.

   Spelling

   Verifies the spelling of text in the Description field.

   Description

   Specifies the purpose of the priority calculation.

4. Complete the priority calculation by setting the Priority value based on Impact and Urgency. For example, if the Urgency is 5-Immediate and the Impact affects the 1-Entire Organization, you can select the Priority value of 1 from the drop-down list.
5. Set the following Priority Calculation Options as appropriate:

   Impact Default

   Specifies the initial Impact value to display when the user creates a ticket.

   Override Impact

   Works with the Impact Increment field. Specifies whether the user can override the ticket Impact value with the Impact level specified in the attached Affected Service.

   Impact Increment

   Works with the Override Impact field. Increments the Impact by the specified amount when the user overrides the Impact value. When the ticket uses a blackout window, the Impact value increments only when the open date is within the blackout window time frame. The Impact value can only raise to a maximum of 1-High. For example, if you set the value to 2 and the default Impact is 3-Medium, the user can only override the Impact on a ticket to 1-High.

   Urgency Default

   Specifies the Urgency value to display when the user creates a ticket.

   Override Urgency

   Specifies whether the user can override the ticket Urgency value with the Area Urgency level specified in Incident or Problem area.

   Urgency Increment

   Works with the Override Urgency field. Increments the Urgency level by the specified amount when the affected end user sets the Escalate Urgency flag.

   Capture Reason

   Specifies whether the user is required to enter the reason for changing the Urgency or Impact values. If the user changes the Urgency or Impact values, the Escalate Detail page appears while saving the ticket. The user is required to describe the reason for changing the Urgency or Impact values.

   Enable for Templates

   Specifies whether to use the priority calculation for tickets that use templates.

6. Click Reset Matrix if necessary to restore the settings to the defaults.

   The default values reset.

7. Click Save.

   The Update Priority Detail page appears. On the next new or updated ticket or Knowledge Document, the fields update according to the values in the active priority calculation. If no priority calculation is active for a ticket type, the system clears the Priority, Urgency, and Impact fields.

More information:

Edit a Priority Calculation

Search for a Priority Calculation

Priority Calculation Search Fields

Use Ticket Templates to Calculate Priority Values