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

Automatically Adjust Urgency for a Problem or Incident

For problems and incidents, you can automatically adjust Urgency and Priority by specifying an affected end user that requires Special Handling or by specifying a Problem/Incident Area that has an Area Urgency value.

When you assign special handling, with the Escalate Urgency turned on, for a contact or set an Area Urgency value for a Problem/Incident area, the Urgency value within the Problem/Incident automatically adjusts according to the values in the priority calculation and the Area Urgency value for the affected end user.

To automatically adjust Urgency for a Problem or Incident

1. Create a problem or incident.
2. Select an Affected End user. For an elevated urgency, select an Affected End user that requires Special Handling that has the Escalate Urgency on.

   If there is an active priority calculation that manages the ticket type, the Urgency value changes based on the Urgency Increment value in the active priority calculation.

3. Select a Problem or Incident Area.

   If there is an active priority calculation that manages the ticket type, the Urgency value changes based on the Area Urgency value in the Problem/Incident Area definition.

4. Save the ticket.

   A confirmation message reminds you that the ticket requires special handling. The Activity Log on the Problem/Incident Detail page reflects the changes of the Urgency value.