Priority Matrix

Priority Matrix application
The Priority Matrix application enables you to create a priority matrix. A priority matrix defines, in advance, internal priorities for Service Desk tickets that specify given combinations of impact and urgency. After a Service Desk agent fills in the Impact and Urgency fields on a ticket record, the Internal Priority field is automatically filled based on the values in the priority matrix. The internal priority values on ticket records help to determine the order in which tickets are handled.

Creating a priority matrix
Use this procedure to create a new priority matrix or add a record to an existing priority matrix.

Editing a priority matrix
You can modify or delete records in a priority matrix.

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

Disabling the Priority Matrix
You can disable the priority matrix if you do not want to use that feature of the product.