Adding Priority, Impact, and Urgency Values

Use this procedure to add new Priority, Impact, or Urgency values in a priority matrix.

Procedure

  1. From the GoTo menu, select System Configuration > Platform Configuration > Domains
  2. To add a new IMPACT numeric value, add a new row to the TICKETIMPACT domain
  3. To add a new URGENCY numeric value, add a new row to the TICKETURGENCY domain
  4. To add a new PRIORITY numeric value, add a new row to the TICKETPRIORITY domain
  5. From the GoTo menu, select Service Desk > Priority Matrix
  6. Add a new row and fill in the fields with the data created in steps 2-4
  7. Click Save Save icon.

    When you save the matrix, all rows that were marked for deletion are deleted.



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