Symantec SERVICEDESK 7.0 MR2, Implementation Manual

Page: 132 / 188

For more information about customizing forms and editing projects, see the
ServiceDesk Customization Guide and the Workflow Solution User Guide.
Default priority, urgency, and impact values
During incident entry, the submitter specifies the urgency and impact. When a
user submits an incident, the priority is assigned based on the urgency and the
impact that the user specified. The support technicians can change an assigned
priority. Support technicians who create new incidents can specify the priority.
ServiceDesk contains default values for the priority, urgency, and impact settings.
The values that are available differ between the standard incident form and the
advanced incident form. For the user’s benefit, the values that appear on the
standard incident form are more descriptive.
Most ServiceDesk implementations either use the default values or make only
minor changes.
See “About the incident priority” on page 131.
Table 9-3 Default priority, urgency, and impact values
Default values Setting
Represents an assessment of how much the issue affects the submitter or the primary contact.
The users can select from the following values:
■
No Immediate Urgency
■
Preventing Some Non-Urgent Work
■
Blocking Critical Business
The support technicians can select from the following values:
■
Core Business Service
■
Support Service
■
Non-urgent Services
Urgency
Configuring the ServiceDesk application
Default priority, urgency, and impact values
132