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Service Type Ranking

Question asked by ConanLam on Aug 25, 2016
Latest reply on Aug 26, 2016 by ConanLam

Hi all,

 

I am testing service type from multiple sources, for example, priority service type and incident area service type.

Base on the document, the service type with lowest number should be the one attached to the ticket.

Ranking reference

However, base on my testing, even thought the ranking values are set, the ticket attached multiple service types with different ranking.

Does anyone know if this is working as intended? Or if there is any setting to configure?

 

 

This is the reply from CA support, which is not very helpful.

 

Please refer to below link.

 

https://docops.ca.com/ca-service-management/14-1/en/administering/administering-ca-service-desk-manager/options-manager

 

ranking functionality depends on one of the option from options manager.

 

Thanks in advance.

Conan

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