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?
|5-One person||Default ticket Impact value.|
|YES||Override the ticket's Impact with the Impact of the attached Affected Service.|
|2||Increment the ticket's Impact with this value if the ticket's open date is within a Blackout Window.|
|3-Quickly||Default ticket Urgency value.|
|YES||Override the ticket's Urgency with the Urgency of the ticket's area.|
|2||Increment the ticket's Urgency with this value if the ticket's Affected End User has the Escalate Urgency flag set.|
|YES||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.|
Special Handling Setting.