Define a Priority Calculation

This article contains the following topics:
casm1401
This article contains the following topics
:
HID_DefinePriorityCalculation
Priority calculation
is a predefined set of values that automatically set Priority, Urgency, and Impact values on problems and incident tickets.
If you migrated from a previous release, the priority calculation values must be enabled after the migration. For more information about enabling priority calculation, see the Configure Ticket Management After Upgrade topic.
You can define a priority calculation to handle, incidents, problems, or both. However because two priority calculations cannot handle the same ticket type, you can review and update existing priority calculations before you create ones. For example, if you want to add a priority calculation to manage problem tickets, first clear the Problem field on the active priority calculation. Then, create a priority calculation to manage problem tickets.
If multi-tenancy is installed, you can use one public priority calculation that applies to all tenants or several tenant-specific priority calculations.
Follow these steps:
  1. On the Administration tab, select Service Desk, Request/Incidents/Problems, Priority Calculation.
    The Priority Calculation List page appears.
  2. Click Create New.
    The Create Priority Calculation page appears.
  3. Complete the following fields as appropriate:
    • Name
      Identifies the priority calculation.
    • Status
      Specifies the ticket status for this priority calculation.
    • Incidents
      Specifies whether this priority calculation applies to incident ticket types.
    • Problems
      Specifies whether this priority calculation applies to problem ticket types.
    • Spelling
      Verifies the spelling of text in the Description field.
    • Description
      Specifies the purpose of the priority calculation.
  4. Complete the priority calculation by setting the Priority value based on Impact and Urgency. For example, if the Urgency is 5-Immediate and the Impact affects the 1-Entire Organization, you can select the Priority value of 1 from the drop-down list.
  5. Set the following Priority Calculation Options as appropriate:
    • Impact Default
      Specifies the initial Impact value to display when the user creates a ticket.
    • Override Impact
      Works with the Impact Increment field. Specifies whether the user can override the ticket Impact value with the Impact level specified in the attached Affected Service.
    • Impact Increment
      Works with the Override Impact field. Increments the Impact by the specified amount when the user overrides the Impact value. When the ticket uses a blackout window, the Impact value increments only when the open date is within the blackout window time frame. The Impact value can only raise to a maximum of 1-High. For example, if you set the value to 2 and the default Impact is 3-Medium, the user can only override the Impact on a ticket to 1-High.
    • Urgency Default
      Specifies the Urgency value to display when the user creates a ticket.
    • Override Urgency
      Specifies whether the user can override the ticket Urgency value with the Area Urgency level specified in Incident or Problem area.
    • Urgency Increment
      Works with the Override Urgency field. Increments the Urgency level by the specified amount when the affected end user sets the Escalate Urgency flag.
    • Capture Reason
      Specifies whether the user is required to enter the reason for changing the Urgency or Impact values. If the user changes the Urgency or Impact values, the Escalate Detail page appears while saving the ticket. The user is required to describe the reason for changing the Urgency or Impact values.
    • Enable for Templates
      Specifies whether to use the priority calculation for tickets that use templates.
  6. Click Reset Matrix if necessary to restore the settings to the defaults.
    The default values reset.
  7. Click Save.
    The Update Priority Detail page appears. On the next new or updated ticket or Knowledge Document, the fields update according to the values in the active priority calculation. If no priority calculation is active for a ticket type, the system clears the Priority, Urgency, and Impact fields.
Priority Calculation Search Fields
The following fields are available to search for active and inactive priority calculations:
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The Public Data option specifies whether to include public and tenant priority calculations, exclude public priority calculations, or only show public priority calculations.
  • Name
    Identifies the priority calculation.
  • Description
    Specifies the purpose of the priority calculation.
  • Incident
    Specifies whether to search for priority calculations that manage incidents.
  • Problem
    Specifies whether to search for priority calculations that manage problems.
  • Status
    Specifies whether the priority calculation is active or inactive.
You can click the More icon to display the Additional Search Arguments field. This field is intended only for expert users who understand SQL and Majic and can use it to specify search arguments that are not available in the standard search filter fields. You can enter a SQL WHERE clause in this field to specify an additional search argument.
Use Ticket Templates to Calculate Priority Values
 
If you want ticket templates to calculate priority, you configure the priority calculation with the
Enable for Templates
option. If you enable this option the Urgency and Impact values come from the template, but the priority field comes from priority calculation record. The priority value displays as read-only.
If you do not enable this option, the Urgency, Impact and Priority fields come from the template. You can edit the priority field and no priority calculation is done for the ticket until it is saved.
To use ticket templates to calculate priority values
  1. On the Administration tab, select Service Desk, Requests/Incidents/Problems, Priority Calculation.
    The Priority Calculation List appears.
  2. Select the priority calculation that you want to use for calculating priority with templates.
    You can also create a priority calculation to use ticket templates to calculate priority values.
  3. Select
    Enable for Templates
    from the Priority Calculation Options list.
  4. Click Save.
    The option is enabled.