Upgrading › Post Upgrade Configuration › Enable Priority Calculation

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Enable Priority Calculation

Priority calculation is a set of values that automatically set Priority, Urgency, and Impact values on problems and incidents. For new CA SDM installations, the default priority calculation is enabled for problem and incident ticket types by default. However, if you are upgrading from a previous release, the default priority calculation is inactive.

If you create and activate a different priority calculation, the ticket values reflect the settings in the active priority calculation that is associated with an incident or a problem. When no priority calculation is active, users can manually set the Priority and other values on tickets.

Note: The customized forms on the Employee and Customer interface operate in the same manner as the previous versions. The Self-Service users can directly change the Priority regardless of the settings in Priority calculation.

To enable priority calculation after the migration, do the following:

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

    The Priority Calculation List appears.

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

    The Update Priority Calculation page appears.

  3. Set the Status to Active.
  4. Select one or more of the following ticket types:
    Incidents

    Enables this priority calculation to manage incident tickets. Only one active priority calculation can manage incidents.

    Problems

    Enables this priority calculation to manage problem tickets. Only one active priority calculation can manage problems.

  5. Click Save.

    The values on the default priority calculation apply to new tickets unless you activated another priority calculation. On new tickets that use a priority calculation, the Priority field is read-only.

Note: For information about defining a priority calculation for tenants and tickets, see the Administration Guide and Online Help.