CA Service Management

Hi, 

I have successfully created the data partition(defaults) for the Request, here are the values that should be set:

impact=5; urgency=2; zreporting_method=7305; priority=4;

However, I need to apply this also to Incident tickets that will be created.

I have tried adding type='I' in the constraint but it didn't work

Thanks,

Chad.

Hi Chad,

If your data partition is created for table Call_Req it applies to Request/Incident/Problem.

Carlos

Hi chaddustine.morelos  - Carlos' answer here is correct.  Data partitions are by table, and the call_Req table holds all three ticket types as mentioned, so if you have a restriction on one, it applies to all three ticket types.

Let us know if this helps!

Jon

Hi Carlos,

Thanks for the info.

I've also checked why the Data Partition was not applying to Incident, and I saw that there's an existing matrix for Incident. 

Chad

Hi Chad,

If you have active the priority matrix for incident, you need set the urgency and impact on priority matrix.

You can configure this on Administration -> ServiceDesk -> Requests/Incidents/Problems -> Priority Calculation.

Regards,

Carlos

Hi Carlos,

Thanks for the data. I'll take note of these information.

Regards,

Chad