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About the incident priority
New categories
You can create new categories in addition to or in place of the
default categories.
Imported categories
Categories are imported to ServiceDesk when you migrate incidents
or categories from a previous version of Helpdesk Solution. Any
incidents that you migrate retain their original categorization. The
imported categories are available for any new incidents that are
created.
The imported categories do not correspond to the default categories
in ServiceDesk. After you migrate the incidents or categories, some
cleanup might be required.
See
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.
See
"How the incident priority is calculated"
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.
See
"Default priority, urgency, and impact values"
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.
Configuring the ServiceDesk application
"About migrating data from Helpdesk Solution"
on page 133.
About the incident priority
on page 113.
on page 132.
131
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