Shared Codes

Establishing Support Structure › Shared Codes

Shared Codes

In CA Service Desk Manager, different types of tickets share certain underlying codes, such as priority, severity, impact, and urgency codes. Requests and change orders share some codes, and all types of tickets share other codes.

Consider the following information about shared codes:

By default, numeric values rank them.
You can customize the codes.
You cannot add or delete shared codes.
You can use impact, priority, severity, and urgency codes.

Based on your service desk model, set up the following codes:

Shared Codes	Description
Priority	Must be set up for all service desk models.
Severity	Must be set up for internal and combined service desk models.
Impact	Must be set up for internal and combined service desk models.
Urgency	Must be set up for internal and combined service desk models.

Note: For details about how to customize these codes using the administrative function of the web interface, see the Online Help.

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