Hi,
Below is the Priority Calculation Options that I set to my SDM system.
I've set the Urgency Increment by 2 if the user is VIP
But when I created the ticket and the Affected User is VIP, the Urgency remain the same, not increase as per setting.
Is there any setting that I missed out?
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| 5-One person | Default ticket Impact value. |
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| YES | Override the ticket's Impact with the Impact of the attached Affected Service. |
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| 2 | Increment the ticket's Impact with this value if the ticket's open date is within a Blackout Window. |
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| 3-Quickly | Default ticket Urgency value. |
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| YES | Override the ticket's Urgency with the Urgency of the ticket's area. |
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| 2 | Increment the ticket's Urgency with this value if the ticket's Affected End User has the Escalate Urgency flag set. |
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| YES | Require the user to enter a justification for manually modifying a ticket's Urgency or Impact. |
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| NO | Enable Automatic Priority Calculation for tickets created from Template. |
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Special Handling Setting.