Request priorities aren’t set correctly on ticket copy task

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Article ID: 209553

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

Product: Service Desk Manager

Description:
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If the a ticket is created and transferred, the priority isn’t set as the default value ‘medium (3)’, but is ‘Priority not set’ which is the default behavior.

If a request with priority ‘Priority not set‘ is copied, that copy is created and transferred with priority ‘high (1)‘ as default value

Reproduced Steps
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1. Create a Request with no priority selected (Invisible mode)
Note: By default the General information is set to invisible on the ticket hence the priority is invisible
2. Submit the ticket and ensure that the requested is not complete status after submission. Note that the Priority value is defined as : "Priority not set"
3. Copy the same ticket to clone the request and submit the request
4. A cloned ticket is created but the priority value is set to High instead of default Medium

Cause

It's classified as a bug

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Resolution

A defect has been raised for this issue and the solution will be available in the upcoming latest patch.

Please raise a support ticket to get a patch for this issue once fixed and released.