Establishing Support Structure › Priority Calculation › How to Set Priority Calculation › Use Knowledge Documents to Calculate Priority Values

Use Knowledge Documents to Calculate Priority Values

If you want knowledge documents to calculate priority, you can update the field mapping. After you configure the field mapping, the analyst can create incident or problem tickets from knowledge documents. The knowledge document calculates Impact and Urgency values on the tickets. If the Impact or Urgency value is missing, the values originate from the priority calculation.

Important! If you modify and save a ticket that already contains Impact and Urgency values calculated by a knowledge document, the priority calculation overrides the values set by Knowledge Management. The audit log displays these activities.

To use knowledge documents to calculate priority values

1. On the Administration tab, select Knowledge, Service Desk Integration.
2. Select Field Mapping.

   The Field Mapping page appears.

3. For Impact and Urgency, select the following check boxes as appropriate:

   Populate Empty Service Desk values

   Specifies whether to use information from Knowledge Management to populate fields in issues or requests.

   Overwrite Service Desk values

   Identifies the fields in issues or requests that correspond to fields listed in the Knowledge Management column.

   Note: When the Override Service Desk values field is not enabled but Populate Empty Service Desk values field is enabled for Impact and Urgency, the knowledge values for Impact and Urgency override the Incident values.

4. Click Save.

   Incidents and problems are created, using the Impact and Urgency values from the knowledge document to calculate the Priority value. If the values are missing, the ticket obtains the values from an active priority calculation. If no priority calculation is active for the ticket type, the system clears the Priority, Urgency, and Impact fields.