I would like to establish at the time of creating a new ticket a default urgency in the interface of employees
The best way to do this is to use a data partition constraint on a data partition attached to the employee role, in which you can set a default value for a certain field. In this case you would do it for the default ticket type object - Request for example. You would create a data partition constraint on the Request table such that the impact field defaults to value "x" and urgency to value "y". The constraint would be added to a data partition which would be tied to the employee role, thus an employee would always have that field defaulted to a value as you specify.
For more information about data partition constraints, take a look at the documentation here:
Data Partitions - CA Service Management - 14.1 - CA Technologies Documentation
Hope this helps,
You may also try to create a sample mod file with this below code :
1) Create a file Name : urgencytest.MOD with below code.
MODIFY cr urgency ON_NEW DEFAULT "2";
2) Save this file under : C:\Program Files (x86)\CA\Service Desk Manager\site\mods\majic
3) Recycle services and check the behavior.
Note: Default value 2 indicate, Urgency value 3.
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