Establishing Support Structure › Priority Calculation › How to Set Priority Calculation › Ticket Type Considerations for Priority Calculation

Ticket Type Considerations for Priority Calculation

When you configure ticket types for a priority calculation, consider the following:

• The default priority calculation lets you manage both incident and problem ticket types.
• If you are migrating from a previous release, you enable the default priority calculation or create a priority calculation to manage problems and incidents.
• Although you can have many priority calculations, only one active priority calculation can handle a particular ticket type. For example, one active priority calculation can manage problems and another can manage incidents.
• If you want to create a priority calculation and an active priority calculation already handles a particular ticket type, you first disable the ticket type on the active priority calculation. For example, if you want a priority calculation to manage problems, you disable the problem ticket type on the active priority calculation and create an active priority calculation that manages problems.

Note: For information about enabling priority calculation and setting ticket types during migration, see the Implementation Guide.