Urgency and impact only increasing for incidents

Products

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

Issue/Introduction

When a Area/Category associated with a high urgency value is updated, the update occurs automatically; however, when the urgency value associated with the Area/Category is low, the urgency value remains unchanged—and the same applies to the impact associated with the affected service.

This occurs when the Priority Matrix is enabled for incidents.

Environment

Service Desk Manager 17.4 and later

Component: Priority Calculation Matrix

Cause

This is by design and documented in the following techdoc link: Priority Calculation under "How Priority Calculation Manages Ticket Values"

Resolution

The Priority calculation was designed to not override the customer's manually selected values and only escalate the tickets. De-escalation is intended to be performed manually, to ensure no unintended priority decrease. Changes to urgency, impact, or priority are part of the Priority calculation logic.