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Setting
Default values
Impact
Defines the extent of the issue by specifying how many people are affected.
In the Who is Affected? option on the Create a New Incident page, the users can select from the
following values:
Single User
Entire Team or Group
Entire Department
Unsure
In the Impact option, the support technicians can select from the following values:
Department/LOB/Branch
(LOB means line of business)
Small group or VIP
Single User
Priority
Determines how the incident is routed and when it is escalated.
This setting is available on the advanced incident form only.
The default values are as follows:
Low
Minor
Normal
High
Urgent
Emergency
How the incident priority is calculated
Default priority, urgency, and impact values (continued)
Table 9-3
When a user submits an incident, the incident is assigned a priority based on the
impact and the urgency that the user specified. This automatic calculation
eliminates guesswork and prevents the user from assigning a high priority to
every incident.
On the Create a New Incident page that the user sees, the option to specify the
impact is named Who is Affected?.
See
"About the incident priority"
Table 9-4
lists the priorities that result from combining the default impact and
urgency values. You can customize the values and the way that they combine to
arrive at the priority.
Configuring the ServiceDesk application
How the incident priority is calculated
on page 131.
133
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