The Priority assigned to CA Service Desk Manager (CA SDM)Incidents/Requests/Problems is incorrect.

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Issue

The Priority calculated on CA Service Desk Manager (CA SDM) Incidents/Requests/Problems does not match the configured value in the Priority Calculation Matrix.

Environment

CA Service Desk Manager 12.6, 12.7, 12.9 and 14.1

Windows, Unix and Linux 

Cause

The out of the box Impact, Urgency and/or Priority tables have been modified in an unsupported manner or one or more values were inactivated and/or deleted from their respective MDB tables.

It is not supported to modify Impact, Urgency, or Priority properties that are not changeable through the web interface using the Out of the Box forms nor inactivate or remove records from the respective MDB tables.

Data Partition constraints against these tables can also cause unexpected behavior and impact the results of the priority calculation matrix results.

Resolution

Restore the Priority, Impact and/or Urgency MDB tables to the out of the box state. If applicable, remove any Data Partition constraints against those tables.

If after taking the aforementioned actions the Priority Calculation Matrix is still inconsistent with the assigned values, please contact CA Support for further assistance.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: