Establishing Support Structure › Priority Calculation › How to Set Priority Calculation

How to Set Priority Calculation

By default, ticket values such as priority are based on a priority calculation. You can find and adjust the initial values for Priority and Urgency in the web.cfg. The web.cfg has separate settings for various users such as guest, VIP-user, and employee.

Note: If you migrated from a previous version, priority calculation is disabled by default. Customized Incident and Problem Detail pages required additional configuration to operate properly. For information about how to enable priority calculation or retain your customizations, see the Implementation Guide.

To set priority calculation, do the following:

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

   The Priority Calculation List appears.

2. Right-click the default priority calculation and select Edit from the short-cut menu.

   The default Priority Calculation Detail page shows default settings for incident and problem tickets.

3. Review default priority calculation and adjust the values accordingly. When you set priority calculation values, consider the following issues for your working environment:
   • Issue escalation—When tickets require escalation to a particular VIP, you can increase the value for Urgency.
   • Critical CIs—For critical CIs, you can configure Service Impact for each CI.
   • Critical Service Uptime—When CIs require high availability, add a blackout window.
   • Blackout window—When CI-related tickets use a particular blackout window, you can increase the Service Impact value on the priority calculation.
4. Use the Manual Override setting to allow users to change tickets settings as necessary.
5. If you want a separate priority calculation to manage, problems or incidents, configure the ticket type.
6. Click Save.

   On the next new or updated ticket or Knowledge Document, the fields update according to the values in the active priority calculation.

7. Consider creating additional priority calculations for each ticket type. For multi-tenancy, create and activate additional priority calculations to manage tickets for each tenant.

Note: For information about priority calculation, see the Online Help.