I am new to landesk service desk and is learning on the customization of it. In ITIL the priority (which is the response level in landesk) should be calcualted from impact and urgency and I would like to do the same in landesk. However even i wirte a calculattion for the purpose i found that the response level doesn't change as expected. However I use the same calculation to autofill another custom text field and it works. I guess it's because the response level is referencing another object and therefore filling the "text" only is not enough to set its value. Does anyone know what should i fill into the response level to achieve my goal??
Hello and welcome!
You don't need a calculation for this, you need to setup a Response Agreement within the Administration component.
As an aside, I would recommend that you have some training before you start on the design and configuration of your system but if this really isn't possible then I would recommend spending some time reading through at least the LDSD Administration and LDSD Designer manuals. Links to the latest copy of these are below and Response Agreements are covered within the Administration guide.
thanks for pointing out the setup for it. I have scheduled a training but i can wait for it to start my customization..and i believed i have overlooked this section when reading the manual..