Establishing Support Structure › Priority Calculation › How to Set Priority Calculation › Configure Ticket Types for a Priority Calculation

Configure Ticket Types for a Priority Calculation

You can specify the ticket types that the priority calculation manages. When the priority calculation is active, it manages Priority, Impact, and Urgency values on new tickets.

To configure ticket types for a priority calculation

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

   The Priority Calculation List appears.

2. Right-click a priority calculation and select Edit.

   The Update Priority Calculation page appears.

3. Select or clear one or more of the following options:

   Incidents

   Enables or disables the priority calculation to manage new incidents.

   Problems

   Enables or disables this priority calculation to manage new problem tickets.

4. Click Save.

   CA SDM uses the settings in the priority calculation to manage ticket values for new incidents, problems or both.