CA Service Management

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  • 1.  Automatic priority Requests

    Posted Apr 12, 2019 11:23 AM

    Hi Everyone,

     

    I am working with CA SDM version 17, and I have noticed that the calculation of priority for urgency and impact, only applies to incidents and problems.

     

    Is it possible to enable this option for requests?

     

    I wait for your answer.

     

    Regards,

    Marco Velazquez



  • 2.  Re: Automatic priority Requests
    Best Answer

    Posted Apr 15, 2019 05:23 AM

    HI Marco,

     

    By design Priority Calculation is restricted to Incident and Problem records.

     

     

    See also this idea: Automatic Priority calculation for requests 

     

    Not sure if this covers your scenario? If not I would suggest you log an Idea with the relevant business case for consideration.

     

    ===

    Kind Regards,

    Brian