More than one Priority Calculation matrix found when opening Incident or Problem

Products

• CA Service Desk Manager

Issue/Introduction

Customer receives the following error when trying to open an Incident:

AHD05540:More than one Priority Calculation matrix found. Please notify Administrator

Environment

Release : 17.3

Component : SDM - Tickets (R/I/P/Chg/Iss)

Cause

There is more than one Active Priority Calculation Configured

Example:

Resolution

Advised customer to:

make only one Calculation set to YES for Incident 

or

make sure only one Priority Calculation has Status set to Active

Additional Information

Define a priority calculation

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/establishing-support-structure/setting-up-your-ca-sdm-system/define-a-priority-calculation.html

Multiple Priority Calculations can be configured if Multitenancy is configured.