Skip to Content

Configuring ticket priority for incident management

As an administrator, you can adjust how ticket priority is calculated for incident tickets.

Related topics

Setting-up-incident-management

Configuring impact values (BMC Service Desk documentation)

Configuring urgency values (BMC Service Desk documentation)

Incident priority and weight ranges

Failed to execute the [excerpt-include] macro.

To configure incident priority and weight ranges

  1. From Mid Tier, open the Application Administration Console, and click the Custom Configuration tab.
  2. To adjust the weight ranges that correspond to each priority, from the Application Settings list, choose Incident Management > Advanced Options > Priority and Weight Ranges - Weight Ranges, and then click Open.
    Each weight range corresponds to a descriptive priority, such as Critical.
  3. To adjust the formula for incident priority, from the Application Settings list, choose Incident Management > Advanced Options > Priority and Weight Ranges - Prioritization, and then click Open.
    You can adjust how impact and urgency contribute to priority.

For more information, see Configuring Incident weight ranges and Configuring Incident prioritization in the BMC Service Desk documentation.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

Remedy with Smart IT 20.02