AnsweredAssumed Answered

Priority calculation matrix

Question asked by svucic on Feb 29, 2016
Latest reply on Mar 7, 2016 by svucic



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.


Best regards,