Add or delete priority, urgency, or impact values in CA Service Desk Manager (CA SDM)

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Is it possible to add or delete/disable priority, urgency, or impact values to CA Service Desk Manager (CA SDM)?

Environment

Release: CA Servicedesk Manager 17.X

Resolution

It is currently not supported to add or remove priority values within CA Service Desk Manager (CA SDM) as it would cause problems with the priority calculation functionality.  As a result, there is no button for "Create New" on the priority list form.

Additional Information

Recommended steps to customize urgency and Impact through Knowledge article 39369