Priority from the Portal RRS feed

  • Question

  • From the portal, I opened a ticket with a HIGH urgency. In my priority list this should automatically give a priority of 3. However, when I look at the incident list in SCSM Console, the priority is listed as 5...until I open the incident in SCSM Portal and look at it then it will show the priority 3. Basically, the list does not show the true priority when opened from the portal.

    Another thing to note is that the urgency keeps changing. I took the same ticket and saved it as Urgency High, Impact High (Priority 1) and after saving, the incident list (middle pane) states Priority 1, but the preview now states Urgency Medium, Impact High (Priority 4). This is like nailing jello to the wall.

    Note: the entire environment is SP1.

    Saturday, January 29, 2011 5:41 PM


  • The incident template had default values which had to be removed. This appears to have resolved the issue.
    Monday, January 31, 2011 2:26 PM