Priority calculation lets you manage tickets effectively based on business scenarios. You can set up a priority calculation for incidents, problems, or both. Later, when a user creates a ticket, the system uses the priority calculation and ticket values to generate Priority, Urgency, and Impact settings.
Previous versions calculated ticket Incident Priority by adding the Urgency and Impact values. The user could also directly set the Priority field. Now, when you set up priority calculation for tickets, the Priority field is disabled and only the system can update this field.
To help ensure ITIL compliance, the Severity field is no longer available on Incident and Problem detail and list pages. For the same reason, the Incident Priority field, which is available when an incident is saved, is no longer available with default settings. However, the deprecated code and hidden fields are still present. In addition, you can change the Incident and Request detail and list pages to use the Urgency field instead of the Priority field for Employee users.
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