Every incident that is submitted to the ServiceDesk is assigned a priority, which determines how the incident is routed and when it is escalated. The prioritization of incidents helps you manage Service Level Agreements (SLA) and comply with the concepts of ITIL service management.
A user who submits an incident can specify the urgency and impact. These values are used to calculate the incident's priority for its initial routing. This automatic calculation eliminates guesswork and prevents the user from assigning a high priority to every incident. The support technician who works the incident can change the urgency values and impact values as well as the calculated priority.
A support technician who uses the advanced incident form can specify the urgency, impact, and priority. The priority is not calculated automatically because the support workers can assess an incident's priority better than the users can.
ServiceDesk contains default values for the urgency, impact, and priority settings. The values that are available differ between the standard incident form and the advanced incident form. For the user's benefit, the values that appear on the standard incident form are more descriptive.
Most ServiceDesk implementations either use the default values or make only minor changes. Changing the values requires caution and a good understanding of the Symantec Workflow software. You can change the available impact and urgency values and the priority that is assigned to the combination of the two values. You make these changes by editing the SD.GeneralIncidentSubmitForm project in Workflow Designer.
For more information about customizing forms and editing projects, see the ServiceDesk Customization Guide and the Workflow Solution User Guide.
Imported Document ID: HOWTO61356
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