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

Edit a Priority Calculation

You can update, reset, activate, or deactivate a priority calculation. When you activate a priority calculation, the values apply to incidents, problems, or both.

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

To edit a priority calculation

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

   The Priority Calculation List appears.

2. Right-click the name of the priority calculation and select Edit from the short-cut menu.

   The Priority Calculation Detail page appears.

3. Update 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 tickets. Only one active priority calculation can manage incidents.

   Problems

   Specifies whether this priority calculation applies to problem tickets. Only one active priority calculation can manage problems.

   Spelling

   Verifies the spelling of text in the Description field.

   Description

   Specifies the purpose of the priority calculation.

4. (Optional) Click Reset priority calculation.

   The defaults on the priority calculation reset.

5. Update the priority calculation as appropriate by setting the Priority 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.
6. 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 value. 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 an Incident or Problem area.

   Urgency Increment

   Works with the Override Urgency field. Increments the Urgency level by the specified amount, if 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.

7. Click Save.

   A message notifies you that the save was successful. On the next new, 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.