An incident's priority can be established by weighing its impact and urgency. Based on the results of this calculation, a schedule is prioritized, and SLAs can be set accordingly.
- Navigate to the Priority Matrix and click on
New Button. - The Priority Matrix Priority form is displayed. On the form, fill in the Impact, Urgency and Priority field then click on save.
- The fields description defined as follows:
| Fields | Description |
|---|---|
| Impact | Impact is a term used to describe how an occurrence, issue, or change affects business operations. |
| Urgency | The degree of urgency refers to how long a problem, incident, or change can be ignored before it significantly affects the company's operations. |
| Priority | Priority determines how quickly the service desk should do the assignment depending on impact and urgency. |
| Module | Module define the table where the Priority matrix take place |
- Priority is calculated according to the following sample data lookup rules. By default, the Priority field is read-only and must be set by selecting the Impact and Urgency values.
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