SDM incident ticket raised without any priority

Products

• CA Service Desk Manager
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application

Issue/Introduction

Environment: CA SDM 17.2 

In Service Desk Manager application, incident ticket getting raised with priority 3 every-time and its not adhering Priority Matrix.

Service Desk Manager incident ticket raised without any priority even when Urgency and Impact are mandatory fields.When user is selecting the urgency and impact., the priority calculation is happening, but while saving the incident, the urgency and impact coming as blank and priority field is coming as NONE. Even when all these fields are set as mandatory.

Impacting SLA and resolution priority.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Issue was termed as Defect and has been fixed CA SDM 17.2 RU#5.