Administration › Service Desk › Requests/Incidents/Problems › Define a Priority Calculation › Use Ticket Templates to Calculate Priority Values

Use Ticket Templates to Calculate Priority Values

If you want ticket templates to calculate priority, you configure the priority calculation with the Enable for Templates option. If you enable this option the Urgency and Impact values come from the template, but the priority field comes from priority calculation record. The priority value displays as read-only.

If you do not enable this option, the Urgency, Impact and Priority fields come from the template. You can edit the priority field and no priority calculation is done for the ticket until it is saved.

To use ticket templates to calculate priority values

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

   The Priority Calculation List appears.

2. Select the priority calculation that you want to use for calculating priority with templates.

   You can also create a priority calculation to use ticket templates to calculate priority values.

3. Select Enable for Templates from the Priority Calculation Options list.
4. Click Save.

   The option is enabled.