How Priority Calculation Manages Ticket Values

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How Priority Calculation Manages Ticket Values

The system adjusts problem and incident values based on active priority calculation settings to assist Analysts in handling tickets more effectively. The following table summarizes how priority calculation changes fields based on the priority calculation and user actions for problems, incidents, web service, email, and the Text API:

Action	Automatic Field Changes	Description
User changes Affected Service	Impact Priority	The system evaluates the Service Impact value on the CI of type Service to calculate the new Impact value. The CIs of type Service are defined as CIs with their class defined in the Enterprise Service family. If the open date of the ticket is within the blackout window time frame, the system increments a new Impact value based on the Impact Increment field. The system only replaces the Impact value when the new value is greater than the initial Impact value.
User changes Incident Area	Urgency	The Urgency value changes only when the new value is greater than the default value.
User changes Incident Area and Affected End User	Urgency Priority	If the user sets the Incident Area field first, the Urgency value changes after the user sets the Affected End User. The priority calculation sets the Priority.
User changes Urgency and Impact	Priority Impact	The system evaluates the Service Impact value on the CI of type Service to calculate the new Impact value. If the open date of the ticket is within a time defined by a blackout window, the system increments a new Impact value based on the Impact Increment field. The system only replaces the Impact value when the new value is greater than the initial Impact value. If the Administrator sets Capture Reason, the user must provide a reason for the modification. If the user changes the Urgency or Impact values, these values remain the same throughout entire ticket creation or ticket update unless the user modifies them again. However, the system can update the overridden values for Urgency or Impact the next time the user updates the ticket. After the system adjusts Urgency and Impact, the priority calculation sets the Priority value.
User selects New Incident based on the Knowledge Document and system has overrides for Knowledge Documents	Impact Urgency	The system always uses the Knowledge Document or knowledge solution values irrespective of whether the values are greater than or lesser than the default priority calculation values. For example, if a priority calculation has an Impact value of 3-Single Group and Urgency value of 3-Quickly, and Knowledge Documents have an Impact value of 2-Multiple Groups and Urgency value of 4-Very Quickly, the system applies the values from the Knowledge Document to the incident. The priority value always derives from the priority calculation.
User accepts Knowledge Document as solution to problem or incident	Impact Urgency	The system uses the values from the Knowledge Document for Impact and Urgency. The system also uses the priority calculation to set the Priority value.
User derives incident from Knowledge Document by selecting New Incident	Impact Urgency Priority	The system uses the priority calculation values.
User derives incident from Knowledge Document without system overrides for Knowledge documents	Impact Urgency Priority	The system uses the priority calculation values regardless of how the user created the incident for the Knowledge Document or knowledge solution.
Ticket accepts Knowledge Document as solution to problem or incident and the system does not override for knowledge documents	Impact Urgency Priority	The system uses values from problem or incident. The Priority value originates from the priority calculation.
Ticket that is in Read Only Mode accepts Knowledge Document as solution to the problem or incident and system overrides for Knowledge Documents	Impact Urgency Priority	The system uses the Impact and Urgency values from the Knowledge Document when the values are not empty. If the Impact/Urgency value in the Knowledge Document is empty the system uses values from the problem or incident. The Priority value originates from the priority calculation.
Ticket that is in Edit Mode accepts Knowledge Document as solution to the problem or incident and system overrides for knowledge documents.	Impact Urgency Priority	The system uses values from the problem or incident. The Priority value originates from the priority calculation.

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