Priority Calculation

This article contains the following topics:
casm1401
This article contains the following topics:
Priority calculation
is a predefined set of values that automatically set Priority, Urgency, and Impact fields on problems and incidents. Priority calculation helps you manage incidents and problems for your business needs and IT capabilities. ITIL recommends that you prioritize tickets by using a data calculation that is based on Urgency and Impact values. Support organizations define this calculation based on their unique processes, how this calculation determines Service Level Agreements (SLAs), and other key events in the system. This calculation can also include the criticality of the CI that is linked to the incident and problem. Prioritizing tickets effectively helps you accomplish the following:
  • Allocate IT resources for tickets
  • Better serve customers
  • Reduce costs
The CA SDM solution for Priority Calculation includes the following components:
  • A Priority Calculation Matrix based on the Urgency and Impact values
  • Default values for Urgency and Impact
  • Urgency and Impact adjustment options based on Affected Service, Open Date, Affected End User, and Incident or Problem Area
  • A Capture Reason option for manually modifying Urgency or Impact
  • An Enable for Templates option for creating a ticket from a Template
When you install CA SDM, a Default priority calculation automatically manages ticket values. You can modify the Default priority calculation settings, or create additional priority calculations to manage incidents or problems. In the priority calculation, you define the outcome based on business scenarios to make the level of importance and ticket handling more consistent. Users can override some settings, but they cannot set the Priority on the ticket because this value is data-driven. For multi-tenancy, you or the tenants can create additional priority calculations with specific settings for each tenant.
When an analyst opens an incident or problem, the system automatically uses an active priority calculation and ticket values to generate Priority, Urgency, and Impact settings. The settings are based on one or more of the following fields:
  • Urgency
  • Impact
  • Affected End User
  • Incident or problem Area
  • Open Date
  • Affected Service
Analysts can override Urgency and Impact values as necessary. Depending on how you configure Options Manager, employees can only override incident Urgency values when the
urgency_on_employee
option is installed. When the Capture Reason flag is enabled and users override Urgency or Impact values and click Save, the Escalate Detail page appears to let users describe a reason for the change.
All ticket priority calculations, manual overrides, and reason information appear in the New Activity Log. If no priority calculation adjustments occur, the system does not create an activity log entry.
If you migrated from a previous version, priority calculation is disabled by default.
Priorities
Priority codes indicate the amount of attention a ticket should receive. Priority codes are used when defining automatic notification and external processing for specific types of situations. They are also used as a label in the scoreboard to prioritize tickets.
The predefined priority codes are:
1  = High priority
2  = Medium-high priority
3  = Medium priority
4  = Medium-low priority
5  = Low priority
None = No priority is assigned.
You can modify a priority code's symbol. For example, your site might decide not to use numbers at all and assign priority codes of low, medium, high, and so on.
You can modify a priority code's associated service type. For example, you could change the service type for priority code 1 from the default value of 04hr resolution to a custom service type of 02hr resolution.
You can edit the predefined priority codes, but you cannot delete them or create new ones.
How Priority Calculation Manages Ticket Values
The system adjusts problem and incident values based on active priority calculation settings to assist Analysts in handling tickets more effectively. The following table summarizes how priority calculation changes fields based on the priority calculation and user actions for problems, incidents, web service, email, and the Text API:
Action
Automatic Field Changes
Description
User changes Affected Service
Impact
Priority
The system evaluates the Service Impact value on the CI of type Service to calculate the new Impact value. The CIs of type Service are defined as CIs with their class defined in the Enterprise Service family. If the open date of the ticket is within the blackout window time frame, the system increments a new Impact value based on the Impact Increment field. The system only replaces the Impact value when the new value is greater than the initial Impact value.
User changes Incident Area
Urgency
The Urgency value changes only when the new value is greater than the default value.
User changes Incident Area
and
Affected End User
Urgency
Priority
If the user sets the Incident Area field first, the Urgency value changes after the user sets the Affected End User. The priority calculation sets the Priority.
User changes Urgency
and
Impact
Priority
Impact
The system evaluates the Service Impact value on the CI of type Service to calculate the new Impact value. If the open date of the ticket is within a time defined by a blackout window, the system increments a new Impact value based on the Impact Increment field. The system only replaces the Impact value when the new value is greater than the initial Impact value.
If the Administrator sets Capture Reason, the user must provide a reason for the modification.
If the user changes the Urgency or Impact values, these values remain the same throughout entire ticket creation or ticket update unless the user modifies them again. However, the system can update the overridden values for Urgency or Impact the next time the user updates the ticket.
After the system adjusts Urgency and Impact, the priority calculation sets the Priority value.
User selects New Incident based on the Knowledge Document and system has overrides for Knowledge Documents
Impact
Urgency
The system always uses the Knowledge Document or knowledge solution values irrespective of whether the values are greater than or lesser than the default priority calculation values.
For example, if a priority calculation has an Impact value of 3-Single Group and Urgency value of 3-Quickly, and Knowledge Documents have an Impact value of 2-Multiple Groups and Urgency value of 4-Very Quickly, the system applies the values from the Knowledge Document to the incident. The priority value always derives from the priority calculation.
User accepts Knowledge Document as solution to problem or incident
Impact
Urgency
The system uses the values from the Knowledge Document for Impact and Urgency. The system also uses the priority calculation to set the Priority value.
User derives incident from Knowledge Document by selecting New Incident
Impact
Urgency
Priority
The system uses the priority calculation values.
User derives incident from Knowledge Document without system overrides for Knowledge documents
Impact
Urgency
Priority
The system uses the priority calculation values regardless of how the user created the incident for the Knowledge Document or knowledge solution.
Ticket accepts Knowledge Document as solution to problem or incident and the system does not override for knowledge documents
Impact
Urgency
Priority
The system uses values from problem or incident. The Priority value originates from the priority calculation.
Ticket that is in Read Only Mode accepts Knowledge Document as solution to the problem or incident and system overrides for Knowledge Documents
Impact
Urgency
Priority
The system uses the Impact and Urgency values from the Knowledge Document when the values are not empty. If the Impact/Urgency value in the Knowledge Document is empty the system uses values from the problem or incident. The Priority value originates from the priority calculation.
Ticket that is in Edit Mode accepts Knowledge Document as solution to the problem or incident and system overrides for knowledge documents.
Impact
Urgency
Priority
The system uses values from the problem or incident. The Priority value originates from the priority calculation.
 
Priority Calculation Generates Urgency Value After Saving Self-Service Tickets
By design, priority calculation generates Urgency values only after self-service users save incidents. Self-service users, such as VIP employees, employees, and anonymous users, can view the generated value after saving a ticket.
For self-service users, priority calculation uses the following settings and values to generate Urgency values:
  • Urgency_On_Employee is set to Yes in Options Manager
  • Override Urgency value is enabled in the active priority calculation for incidents
  • Web.cfg
    Urgency settings such as AnonymousUrg for anonymous users, ESCEmpUrg for VIP employees, and EmpUrg for all other employees
  • Area Urgency values
  • Manual user overrides
The following table summarizes how priority calculation sets the Urgency value for self-service incidents:
Self-Service User Action
Urgency Value
The user saves an incident with the default Urgency and an empty Incident Area.
The ticket shows the default Urgency value from the
web.cfg
.
The user saves an incident after overriding the Urgency value.
Regardless of the Area Urgency,
web.cfg
, or priority calculation settings, the ticket shows the Urgency value that the user selected.
The user saves an incident after selecting an Incident Area. The Incident Area does not have a predefined Area Urgency value.
The ticket shows the default Urgency value from the
web.cfg
.
The user saves an incident after selecting an Incident Area that has a predefined Area Urgency value. The Override Urgency option is also enabled on the active priority calculation for incidents.
If the Area Urgency value is greater than the Urgency in the
web.cfg
, the ticket shows the Area Urgency value. However, the updated Urgency field is not visible while the user is creating or editing the ticket. When the user saves and reopens the incident, the updated Urgency value appears on the incident.
The user saves an incident after selecting an Incident Area that has a predefined Area Urgency value. However, the Override Urgency option is disabled on the active priority calculation for incidents.
The ticket shows an Urgency value from the
web.cfg
.
The user edits an existing incident that has an Incident Area with a predefined Area Urgency value.
The Urgency drop-down list shows the Area Urgency value and all applicable
web.cfg
values.