There are five tables that manage the urgency, impact and priority values that are shown within a service requestService Request, incidentIncident, change requestChange Request, Problem or problem Release record. This section describes how these tables work.
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Each service in the Service Portfolio table is linked to a priority group. Here is the setup screen for the service on the SLA / OLAs / Priorities tab:
Priority Group.
By default there are five six priority groups that may be used, but you can create additional ones as needed. They are applied based on the request type and each priority group can have its own set of urgencies, impacts, and priority matrix of values that result from all combinations of urgency and impact within a record. For example, here is the priority matrix for standard service requests :has six levels of priority.
All of the wording in these the priority matrix fields is defined for the specific priority group, so it is possible to have completely different values in priority lists for different services, as needed.
Note: In order to set up a new priority group, the priority group must first just be created, named, and saved. Then, either the existing impact and urgency records need to can be updated to add that priority group to the available groups, or new impact and urgency records can be created and linked to the new group. That will make those values available to create the priority matrix.
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The Impacts table contains all possible Impact values that can be selected in the request tables. Each impact can be made available for one or more priority groups. Within a request, the available impacts are filtered based on the priority group of the Service for the request being contained in the Impact record's Available for Priority Groups field. The Order field defines the order in which the impact will be is listed in the dropdown drop-down list. The out-of-the-box impacts available are shown below:
Urgencies Table
The Urgencies table contains a record for each possible urgency value that can be selected within a request record. Urgencies available for selection with a request are filtered based on the Service Priority Group being contained in the Urgency record's only appear in requests if the value in the request's Service Priority Group field overlaps with the Available for Priority Group field . Below is a list of the default urgencies that have been defined:
in the Urgency record.
Priority Values Table
The priority values Priority Values table holds records for all the possible priority values that will be used in the priority matrix, to make making it quicker faster to set up new priority matrices. The default values are :
shown in the table below.
| Priority | Priority Label | Priority Number |
|---|---|---|
| 5 - Very Low | Very Low | 5 |
| 4 - Low | Low | 4 |
| 3 - Medium | Medium | 3 |
| 3 - Low | Low | 3 |
| 2 - Medium | Medium | 2 |
| 2 - High | High | 2 |
| 1 - High | High | 1 |
| 1 - Critical | Critical | 1 |
Priorities Table
The Priorities Table is where it is these values are all put together to define the matrix and how priorities will be assigned based on the combination of impact and urgency. Priority records are best created while editing the Priority Group record from , using the related table of priorities shown there. Here is an
:
To set up the matrix, create a Priority record and choose an impact and an urgency and decide what priority you want to be the result of that combination. Then create the other records. When creating a Priority record, the impacts and urgencies available for selection are filtered based on the priority group, which is why they need to be set up first. To change the logic that leads to a certain priority, the Impact and/or Urgency fields within the priority record can be modified.