Using a Calculation Matrix in a Risk Survey in CA Service Desk Manager

Products

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

Issue/Introduction

When users fill out a risk survey associated with their tickets, the results of the survey are used to calculate the risk level of the ticket.

It is a weighted system where administrators configure a value to each answer and the value of each answer selected is added together to determine the risk level.

Administrators may want to know if a calculation matrix can be implemented to calculate the risk level of your tickets.

Example: Customer has a risk matrix with 1000 variables and needs to factor these in rather than using the default linear weighted system.

Environment

All versions of Service Desk Manager

Cause

This feature is not intended to be implemented in Service Desk Manager

Resolution

This is not currently supported in CA Service Desk Manager as of June 2026 and there are no current plans to implement this feature.

Additional Information

Implement the Risk Survey