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

[Anon Anon]

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.

[J W]

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.

[Anon Anon]

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?

[J W]

Check this:

 

Remove 'None' from priority without impacting priority calculation matrix

 

J.W.

[Anon Anon]

Thank you very much.

[JussiValkonen]

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.