CA Service Management

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  • 1.  Urgency Increment For VIP user

    Posted Sep 27, 2017 10:03 PM



    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 personDefault ticket Impact value.
    YESOverride the ticket's Impact with the Impact of the attached Affected Service.
    2Increment the ticket's Impact with this value if the ticket's open date is within a Blackout Window.
    3-QuicklyDefault ticket Urgency value.
    YESOverride the ticket's Urgency with the Urgency of the ticket's area.
    2Increment the ticket's Urgency with this value if the ticket's Affected End User has the Escalate Urgency flag set.
    YESRequire the user to enter a justification for manually modifying a ticket's Urgency or Impact.
    NOEnable Automatic Priority Calculation for tickets created from Template.



    Special Handling Setting.


    NameList sorted by Name in ascending orderTenantList not sorted by TenantIconRecord StatusList not sorted by Record StatusEscalate UrgencyList not sorted by Escalate UrgencyAuto-Display NotesList not sorted by Auto-Display NotesAlert TextList not sorted by Alert TextDescription
    VIP  ActiveYESYESVIP Special HandlingUser is a VIP
    Vision Impaired  ActiveNOYESVision Impaired Special HandlingUser has impaired vision

  • 2.  Re: Urgency Increment For VIP user
    Best Answer

    Posted Sep 28, 2017 04:54 AM   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.