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?
Special Handling Setting.
https://support.ca.com/us/knowledge-base-articles.tec609181.html should resolve your issue.
The urgency increment only happens when the ticket has an area associated with it and the area has a default urgency associated with it.