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SDM incident ticket raised without any priority
Article ID: 145954
Updated On:
Products
CA Service Desk Manager
CA Service Desk Manager - Unified Self Service
KNOWLEDGE TOOLS
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.
Feedback
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