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


Article ID: 40494


Updated On:


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



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


CA Service Desk Manager 12.6, 12.7, 12.9 and 14.1

Windows, Unix and Linux 


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.


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.


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