The values for priority and severity are different in CA SOI and CA Service Desk. The following tables show how the values equate to each other. The value mapping happens automatically when the expandable runtime tokens are used. You are responsible to implement the mappings when setting custom property values.
Priority
The priority value from CA SOI is the maximum priority of all of the services that the alert impacts. The service priority value is set for each service. The value is located in the Operations Console on the Information tab of the Component Detail pane.
|
CA SOI value |
CA Service Desk value |
|---|---|
|
0 |
5 |
|
7 |
4 |
|
8 |
3 |
|
9 |
2 |
|
10 |
1 |
Impact
The impact value from CA SOI is the maximum impact of all the services that the alert impacts. CA SOI sets the impact value and it is located in the Operations Console on the Alert Details tab of the Component Detail pane.
The CA Service Desk impact is the greatest with lower numbers.
|
CA SOI value (Low to High) |
CA Service Desk value (Low to High) |
|---|---|
|
1 (Slight) |
5 (One Person) |
|
2 (Moderate) |
3 (Single Group) |
|
3 (Severe) |
2 (Multi Group) |
|
4 (Down) |
1 (Entire Org) |
Severity
The severity value from CA SOI is the severity of the alert. This value is located in the Operations Console on the Alert Details tab of the Component Detail pane.
|
CA SOI value (Low to High) |
CA Service Desk value (Low to High) |
|---|---|
|
1 (Minor) |
1 (Escalation) |
|
2 (Major) |
3 (Manager Escalation) |
|
3 (Critical) |
4 (HD Mgr. Escalation) |
|
4 (Down) |
5 (All Hands Escalation) |
|
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