CA Service Management

  • 1.  How to set default values in fields Urgency-Impact of a ticket?

    Posted 02-09-2016 12:50 PM

    Hi community,

     

    We recently upgraded to 14.1.02 and I have a question: I need know how to set default values in the Urgency and Impact Fields of a ticket, so that for Ugency and Impact show the value "Low" for default in both.

     

    I looked at the wsp for make this configuración, but I could not do it.

     

    Thank you for your collaboration.



  • 2.  Re: How to set default values in fields Urgency-Impact of a ticket?
    Best Answer

    Posted 02-09-2016 02:07 PM

    First, look at the following:  Administration Tab->Administration->Service Desk->Request/Incidents/Problems->Priority Calculation

    and view the Default priority calculation.

     

    Here you can set default values for Impact and Urgency (and how they can be used to calculate Priority).  There is Help On This Window for reference.

    You can create different Priority Calculations using different values.  See the reference when this might be appropriate.

     

    If this doesn't answer your need, please provide more details on your use cases.

     

    J.W.



  • 3.  Re: How to set default values in fields Urgency-Impact of a ticket?

    Posted 02-09-2016 02:57 PM

    Hi J_W,

     

    Thank you very much.

     

    Yes, helped me a reply.

     

    Now I have that to remove the option "None" for the Impact field. Do you know how it do?



  • 4.  Re: How to set default values in fields Urgency-Impact of a ticket?

    Posted 02-09-2016 03:26 PM


  • 5.  Re: How to set default values in fields Urgency-Impact of a ticket?

    Posted 02-09-2016 04:02 PM

    Thank you very much.



  • 6.  Re: How to set default values in fields Urgency-Impact of a ticket?

    Posted 02-12-2016 01:31 AM

    J_W's reply is one way to do it globally (unless you hack the prical matrices, but that's a different story), the other way to do it is through data partition defaults. That way you can different defaults for different roles.