How to Set Priority Calculation

This article contains the following topics:
casm171
This article contains the following topics:
HID_How to Set Priority Calculation
By default, ticket values such as priority are based on a priority calculation. You can find and adjust the initial values for Priority and Urgency in the web.cfg. The web.cfg has separate settings for various users such as guest, VIP-user, and employee.
If you migrated from a previous version, priority calculation is disabled by default. Modified Incident and Problem Detail pages require additional configuration to operate properly.
To set priority calculation, do the following:
  1. On the Administration tab, select Service Desk, Request/Incidents/Problems, Priority Calculation.
    The Priority Calculation List appears.
  2. Right-click the default priority calculation and select Edit from the short-cut menu.
    The default Priority Calculation Detail page shows default settings for incident and problem tickets.
  3. Review default priority calculation and adjust the values accordingly. When you set priority calculation values, consider the following issues for your working environment:
    • Issue escalation
      -- When tickets require escalation to a particular VIP, you can increase the value for Urgency.
    • Critical CIs
      -- For critical CIs, you can configure Service Impact for each CI.
    • Critical Service Uptime
      -- When CIs require high availability, add a blackout window.
    • Blackout window
      -- When CI-related tickets use a particular blackout window, you can increase the Service Impact value on the priority calculation.
  4. Use the Manual Override setting to allow users to change tickets settings as necessary.
  5. If you want a separate priority calculation to manage, problems or incidents, configure the ticket type.
  6. Click Save.
    On the next new or updated ticket or Knowledge Document, the fields update according to the values in the active priority calculation.
  7. Consider creating additional priority calculations for each ticket type. For multi-tenancy, create and activate additional priority calculations to manage tickets for each tenant.
Define a Priority Calculation
HID_Define Priority Calculation
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.
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.
Use Ticket Templates to Calculate Priority Values
HID_HID_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.
Multiple Priority Calculations
HID_Multiple Priority Calculations
You can set up more than one priority calculation. However, only one active priority calculation handles problems, or incidents, or both. For example, you can have an active priority calculation for problems, and another for incidents. You can also save several inactive priority calculations for future use.
Priority Calculation Assignment for Multi-Tenancy
HID_Priority Calculation Assignment for Multi-Tenancy
You or your tenants can create tenant-specific priority calculations to manage incidents and problems. When you assign priority calculations for multi-tenancy, consider the following:
  • When a priority calculation has no assigned tenant, it is considered public. The status of a public priority calculation is either Active or Inactive. A priority calculation is no longer considered public when it is assigned to a tenant.
  • If a tenant has no priority calculation assignment, the Default priority calculation or another active public priority calculation automatically manages problems and incidents.
  • A priority calculation manages problems and incidents for one tenant. However, a separate tenant-specific priority calculation can handle each ticket type. For example, Company X has one priority calculation to handle incidents and another to manage problems.
  • When tenants create their own priority calculations while public priority calculations are active, the tenant-specific priority calculation applies only to tickets for the respective tenant.
    For example, if the Default priority calculation is active, Company X tenant can create a tenant-specific priority calculation named new_priority_calculation. The new_priority_calculation settings and configurations apply only to Company X incidents and problems.
  • If the tenant inactivates a priority calculation, the system uses an active public priority calculation to manage tenant problems and incidents.
    For example, Company X inactivates the tenant-specific priority calculation while there is still an active Default priority calculation. Priority calculation remains enabled for Company X because the system uses the Default priority calculation to manage incidents and problems for Company X.
    Because tenants can delete their own priority calculation records, we recommend that you inactivate the public priority calculations that manage incidents and problems. Instead, you or the tenants can create tenant-specific priority calculations.
  • When you disable multi-tenancy and there is more than one active priority calculation that manages tenants, leave
    only one
    priority calculation to manage incidents and problems. For example, you can inactivate all priority calculations except one to manage incidents and another to handle problems.
How to Assign a Tenant to a Priority Calculation
HID_How to Assign a Tenant to a Priority Calculation
For multi-tenancy, you can assign a tenant to a priority calculation. First, you inactivate public priority calculations. Then, you assign the tenant to a priority calculation and activate it.
To assign a tenant to a priority calculation, do the following:
  1. On the Administration tab, select Service Desk, Request/Incidents/Problems, Priority Calculation.
    The Priority Calculation List appears.
  2. Edit each public priority calculation, such as Default. Set the status to Inactive and click Save.
    The system disables the public priority calculations.
  3. For each tenant, create or edit a priority calculation with tenant-specific settings for Impact, Urgency, and Priority.
    The Create Priority Calculation or Update Priority Calculation page appears.
  4. In the Name field, specify the tenant.
  5. In the Status field, select Active.
  6. Click Save.
    The system applies tenant-specific values for Impact, Urgency, and Priority on new incidents and problems.
Ticket Type Considerations for Priority Calculation
When you configure ticket types for a priority calculation, consider the following:
  • The default priority calculation lets you manage both incident and problem ticket types.
  • If you are migrating from a previous release, you enable the default priority calculation or create a priority calculation to manage problems and incidents.
  • Although you can have many priority calculations, only one active priority calculation can handle a particular ticket type. For example, one active priority calculation can manage problems and another can manage incidents.
  • If you want to create a priority calculation and an active priority calculation already handles a particular ticket type, you first disable the ticket type on the active priority calculation. For example, if you want a priority calculation to manage problems, you disable the problem ticket type on the active priority calculation and create an active priority calculation that manages problems.
Configure Ticket Types for a Priority Calculation
HID_Configure Ticket Types for a Priority Calculation
You can specify the ticket types that the priority calculation manages. When the priority calculation is active, it manages Priority, Impact, and Urgency values on new tickets.
To configure ticket types for a priority calculation
  1. On the Administration tab, select Service Desk, Request/Incidents/Problems, Priority Calculation.
    The Priority Calculation List appears.
  2. Right-click a priority calculation and select Edit.
    The Update Priority Calculation page appears.
  3. Select or clear one or more of the following options:
    • Incidents
      Enables or disables the priority calculation to manage new incidents.
    • Problems
      Enables or disables this priority calculation to manage new problem tickets.
  4. Click Save.
    CA SDM uses the settings in the priority calculation to manage ticket values for new incidents, problems or both.
Use Ticket Templates to Calculate Priority Values
HID_Use Ticket Tempaltes 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.
Use Knowledge Documents to Calculate Priority Values
HID_Use Knowledge Documents to Calculate Priority Values
If you want knowledge documents to calculate priority, you can update the field mapping. After you configure the field mapping, the analyst can create incident or problem tickets from knowledge documents. The knowledge document calculates Impact and Urgency values on the tickets. If the Impact or Urgency value is missing, the values originate from the priority calculation.
If you modify and save a ticket that already contains Impact and Urgency values calculated by a knowledge document, the priority calculation overrides the values set by Knowledge Management. The audit log displays these activities.
To use knowledge documents to calculate priority values
  1. On the Administration tab, select Knowledge, Service Desk Integration.
  2. Select Field Mapping.
    The Field Mapping page appears.
  3. For Impact and Urgency, select the following check boxes as appropriate:
    • Populate Empty Service Desk values
      Specifies whether to use information from Knowledge Management to populate fields in issues or requests.
    • Overwrite Service Desk values
      Identifies the fields in issues or requests that correspond to fields listed in the Knowledge Management column.
    When the Override Service Desk values field is not enabled but Populate Empty Service Desk values field is enabled for Impact and Urgency, the knowledge values for Impact and Urgency override the Incident values.
  4. Click Save.
    Incidents and problems are created, using the Impact and Urgency values from the knowledge document to calculate the Priority value. If the values are missing, the ticket obtains the values from an active priority calculation. If no priority calculation is active for the ticket type, the system clears the Priority, Urgency, and Impact fields.
Manually Override the Impact Value
HID_Manually Override the Impact Value
When you manually override the Impact value on a problem or incident, the active priority calculation that manages the ticket type automatically adjusts the Priority value.
To manually override the Impact value
  1. Open the details page for the problem or incident you want to change.
  2. Change the Impact value.
    If there is an active priority calculation that manages the ticket type, the Priority value automatically changes based on the settings in the priority calculation.
  3. Save the incident.
    The Activity Log on the Incident Detail page reflects the Impact values changes.
Example: Manually override the Impact value on a new incident
  1. Create an incident.
    By default, the Urgency value is 3-Quickly. The Impact value is 3-Single Group. The Priority value is 3.
  2. Override the Impact value to 1-Entire Organization.
    The Priority value automatically changes based on the values in the active priority calculation that manages incidents.
  3. Save the incident.
    The Activity Log on the Incident Detail page reflects the Impact value changes.
Manually Override the Urgency Value
HID_Manually Override the Urgency Value
When you manually override the Urgency value on a ticket, the active priority calculation that manages the ticket type automatically adjusts the Priority value.
To manually override the Urgency value
  1. Open the details page for the incident you want to change.
  2. Change the Urgency value.
    If there is an active priority calculation that manages the ticket type, the Priority value automatically changes based on the settings in the priority calculation.
  3. Save the incident.
    The Activity Log on the Incident Detail page reflects the Urgency values changes.
Example: Manually Override the Urgency Value on a New Incident
  1. Create an incident.
    By default, the Urgency value is 3-Quickly. The Impact value is 3-Single Group. The Priority value is 3.
  2. Override the Urgency value to 5-Immediate.
    The Priority value automatically changes based on the values in the active priority calculation that manages incidents.
  3. Save the incident.
    The Activity Log on the Incident Detail page reflects the change in the Urgency value.
Automatically Adjust Impact for a Problem or Incident
HID_Automatically Adjust Impact for a Problem or Incident
For Configuration Items defined with a family of Enterprise Service, you can automatically adjust the Impact value for problems or incidents. When you select the Problem or Incident Area and select an Affected Service, the impact adjusts according to the CI Service Impact settings for Enterprise Service CI’s and the priority calculation.
To automatically adjust Impact for a Problem of Incident
  1. Create a problem or incident for an Enterprise Service type CI.
  2. Select an Affected Service.
  3. Select a Problem or Incident Area.
    If there is an active priority calculation that manages the ticket type, the Impact value changes based on the Increment Impact value (used for Blackout Window impact assessment) in the priority calculation and the Service Impact value from the affected service.
    If you are using the default priority calculation, with a Service Impact for the Enterprise Service CI set to 1-Entire Organization, and the Problem or Incident is not opened within a Blackout Window the Impact value in the Problem or Incident is set to 1 and the Priority value on the ticket raises to a 2.
  4. Save the ticket.
    The Activity Log on the Incident Detail page reflects the Impact value’s changes.
Adjust Impact for a Problem or Incident Example
HID_Adjust Impact for a Problem or Incident Example
The following example shows you how to adjust impact for a Problem or Incident.
  1. Create an Enterprise Service CI named CI-APC and set the class as one that comes under the family Enterprise Service.
    For example, you can set the class as Other Service, Business Services, or Infrastructure Service.
  2. In the Service tab within the CI Detail page, set the Service Impact field to 2-Multiple Groups.
  3. On the Service Desk tab, create an incident and set the Affected Service to CI-APC.
  4. Save the ticket.
    The Impact field in the incident reflects the value from the Service Impact of the selected affected service (CI-APC). In this case, the Impact value is set to 2 -Multiple Groups.
    Note:
    If you are using the default priority calculation and the current ticket is created during a Blackout Window period then the Impact value increments by 1 and in the case above the Impact value is then set to 1-Entire organization.
Automatically Adjust Urgency for a Problem or Incident
HID_Automatically Adjust Urgency for a Problem or Incident
For problems and incidents, you can automatically adjust Urgency and Priority by specifying an affected end user that requires Special Handling or by specifying a Problem/Incident Area that has an Area Urgency value.
When you assign special handling, with the Escalate Urgency turned on, for a contact or set an Area Urgency value for a Problem/Incident area, the Urgency value within the Problem/Incident automatically adjusts according to the values in the priority calculation and the Area Urgency value for the affected end user.
Follow these steps:
  1. Create a problem or incident.
  2. Select an Affected End user. For an elevated urgency, select an Affected End user that requires Special Handling that has the Escalate Urgency on.
    If there is an active priority calculation that manages the ticket type, the Urgency value changes based on the Urgency Increment value in the active priority calculation.
  3. Select a Problem or Incident Area.
    If there is an active priority calculation that manages the ticket type, the Urgency value changes based on the Area Urgency value in the Problem/Incident Area definition.
  4. Save the ticket.
    A confirmation message reminds you that the ticket requires special handling. The Activity Log on the Problem/Incident Detail page reflects the changes of the Urgency value.
Adjust Urgency for a Problem or Incident Example
HID_How_to_Set_Priority_Calculation
The following example shows you how to adjust urgency for a Problem or Incident:
  1. On the Administrator tab, create a contact named Non-VIP.
  2. Create a special handling contact named VIP and set the Escalate Urgency value on.
  3. Create an area named Test Area and specify Area Urgency as 2-Very Quickly.
  4. On the Service Desk tab, create an incident.
  5. For the Affected End User, select Non-VIP.
  6. In the Incident Area, select Test Area and save the ticket.
    The Urgency field reflects the Area Urgency value from the Incident Area definition. In this case, the Urgency is set to 2-Very Quickly.
  7. Change the Affected End User to VIP and save the ticket.
    If the default Priority Calculation matrix is being used, the Urgency value is incremented by 1 and is set to 1-Immediate. A confirmation message appears that reminds you that the ticket requires special handling. The Activity Log on the Incident Detail page reflects the Urgency value’s changes.