Establishing Support Structure › Priority Calculation › How to Set Priority Calculation › Automatically Adjust Impact for a Problem or Incident › Adjust Impact for a Problem or Incident Example

Adjust Impact for a Problem or Incident Example

The following example shows you how to adjust impact for a Problem or Incident.

1. Create an Enterprise Service CI named CI-APC and set the class as one that comes under the family Enterprise Service.

   For example, you can set the class as Other Service, Business Services, or Infrastructure Service.

2. In the Service tab within the CI Detail page, set the Service Impact field to 2-Multiple Groups.
3. On the Service Desk tab, create an incident and set the Affected Service to CI-APC.
4. Save the ticket.

   The Impact field in the incident reflects the value from the Service Impact of the selected affected service (CI-APC). In this case, the Impact value is set to 2 -Multiple Groups.

   Note: If you are using the default priority calculation and the current ticket is created during a Blackout Window period then the Impact value increments by 1 and in the case above the Impact value is then set to 1-Entire organization.

Note: For information about creating CIs, see the Online Help.