The Urgency-Impact matrix is use to automatically set the Ticket Priority depending on how many users the issue concerns and how it impacts these users. You can create different matrixes for different Ticket types (Standard, Incident, Problem…)
Note! In order for this to work when handling the Tickets you have make sure that the two fields for Urgency and Impact are visible in the forms for the Tickets.
Here is some examples illustrating the purpose of the function:
•Example 1: Crashed hard drive on a computer used by one employee.
•Example 2: A department printer does not work for some unknown reason.
•Example 3: The department printer is running low on tuner.
•Example 4: The company network is sluggish
•Example 5: The company network is done.
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High urgency |
Medium urgency |
Low urgency |
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All users |
Ex. 5 => Prio Critical |
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Many users |
Ex. 4 => Prio High |
Ex. 2 => Prio Medium |
Ex. 3 => Prio Low |
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Few users |
Ex. 1 => Prio Medium |
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Following below is a list with descriptions of fields and buttons concerning the Urgency-Impact matrix. The list item numbers correspond to the flag numbers of the picture in the Priority Tab section.
3. Use the Urgency-Impact matrix – A check box that activates the function for the chosen Ticket Type.
4. Ticket Type – You can create a matrix with different priority values for each Ticket Type.
5. Every cell in the matrix contains a drop-down list with all active Priorities for chosen Ticket Type. You have to choose a Priority for each combination of Urgency and Impact
Click on the Save Urgency-Impact matrix button to save any changes for the chosen Ticket Type.