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Priority Calculation Assignment for Multi-Tenancy

You or your tenants can create tenant-specific priority calculations to manage incidents and problems. When you assign priority calculations for multi-tenancy, consider the following:

• When a priority calculation has no assigned tenant, it is considered public. The status of a public priority calculation is either Active or Inactive. A priority calculation is no longer considered public when it is assigned to a tenant.
• If a tenant has no priority calculation assignment, the Default priority calculation or another active public priority calculation automatically manages problems and incidents.
• A priority calculation manages problems and incidents for one tenant. However, a separate tenant-specific priority calculation can handle each ticket type. For example, Company X has one priority calculation to handle incidents and another to manage problems.
• When tenants create their own priority calculations while public priority calculations are active, the tenant-specific priority calculation applies only to tickets for the respective tenant.

  For example, if the Default priority calculation is active, Company X tenant can create a tenant-specific priority calculation named new_priority_calculation. The new_priority_calculation settings and configurations apply only to Company X incidents and problems.

• If the tenant inactivates a priority calculation, the system uses an active public priority calculation to manage tenant problems and incidents.

  For example, Company X inactivates the tenant-specific priority calculation while there is still an active Default priority calculation. Priority calculation remains enabled for Company X because the system uses the Default priority calculation to manage incidents and problems for Company X.

  Note: Because tenants can delete their own priority calculation records, we recommend that you inactivate the public priority calculations that manage incidents and problems. Instead, you or the tenants can create tenant-specific priority calculations.

• When you disable multi-tenancy and there is more than one active priority calculation that manages tenants, leave only one priority calculation to manage incidents and problems. For example, you can inactivate all priority calculations except one to manage incidents and another to handle problems.

Note: For information about multi-tenancy, see the Implementation Guide.