Priority Calculation Generates Urgency Value After Saving Self Service Tickets

Establishing Support Structure › Priority Calculation › Priority Calculation Generates Urgency Value After Saving Self-Service Tickets

Priority Calculation Generates Urgency Value After Saving Self-Service Tickets

By design, priority calculation generates Urgency values only after self-service users save incidents. Self-service users, such as VIP employees, employees, and anonymous users, can view the generated value after saving a ticket.

For self-service users, priority calculation uses the following settings and values to generate Urgency values:

Urgency_On_Employee is set to Yes in Options Manager
Override Urgency value is enabled in the active priority calculation for incidents
Web.cfg Urgency settings such as AnonymousUrg for anonymous users, ESCEmpUrg for VIP employees, and EmpUrg for all other employees
Area Urgency values
Manual user overrides

The following table summarizes how priority calculation sets the Urgency value for self-service incidents:

Self-Service User Action	Urgency Value
The user saves an incident with the default Urgency and an empty Incident Area.	The ticket shows the default Urgency value from the web.cfg.
The user saves an incident after overriding the Urgency value.	Regardless of the Area Urgency, web.cfg, or priority calculation settings, the ticket shows the Urgency value that the user selected.
The user saves an incident after selecting an Incident Area. The Incident Area does not have a predefined Area Urgency value.	The ticket shows the default Urgency value from the web.cfg.
The user saves an incident after selecting an Incident Area that has a predefined Area Urgency value. The Override Urgency option is also enabled on the active priority calculation for incidents.	If the Area Urgency value is greater than the Urgency in the web.cfg, the ticket shows the Area Urgency value. However, the updated Urgency field is not visible while the user is creating or editing the ticket. When the user saves and reopens the incident, the updated Urgency value appears on the incident.
The user saves an incident after selecting an Incident Area that has a predefined Area Urgency value. However, the Override Urgency option is disabled on the active priority calculation for incidents.	The ticket shows an Urgency value from the web.cfg.
The user edits an existing incident that has an Incident Area with a predefined Area Urgency value.	The Urgency drop-down list shows the Area Urgency value and all applicable web.cfg values.

Note: For information about setting Urgency values for self-service users, see the Implementation Guide.

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