I have question about Service Desk priority calculation.
I have created priority matrix 3 x 3, but when I set it active, something is wrong.
Default impact and urgency are fine.
I have deactivated extra impacts and urgencies, under Administration I only have 1,2 and 3.
When I open incident, this is wrong: I can choose from 1,2,3 and 5 for Urgency. This problem persists with or without priority matrix being active.
Next, priority field is gray (inactive) when priority matrix is active. This should be fine, but I cannot save ticket because message says that priority is not set.
This are option from priority calculation:
3 Default ticket Impact value.
NO Override the ticket's Impact with the Impact of the attached Affected Service.
1 Increment the ticket's Impact with this value if the ticket's open date is within a Blackout Window.
3 Default ticket Urgency value.
NO Override the ticket's Urgency with the Urgency of the ticket's area.
1 Increment the ticket's Urgency with this value if the ticket's Affected End User has the Escalate Urgency flag set.
NO Require the user to enter a justification for manually modifying a ticket's Urgency or Impact.
NO Enable Automatic Priority Calculation for tickets created from Template.