Configuring Priority Matrix
The priority matrix helps you to determine the Priority automatically based on the Impact and Urgency of a request. The impact is listed in the y-axis, and Urgency list in the x-axis of the matrix. Priority Matrix requires a one-time configuration by the Administrator.
Once you set the Priority for specific Impact and Urgency in the priority matrix, when a requester selects a similar impact and urgency combination in the new request form, then the priority of the request will be determined based on the matrix.
To set up Priority Matrix:
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Go to Setup
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>> Customization >> Helpdesk. -
Under Priority Matrix, you can find the priority matrix with impact list in the y-axis and the urgency list in the x-axis.
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From the Priority Matrix page, click the priority link against specific urgency and impact, this opens the drop-down box.
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Select the corresponding priority from the list. The priority will be set for the particular Impact and Urgency combination.
Allow Requesters and Technicians to override Priority Matrix
You can use this option to allow requesters and technicians to define priority for requests. Please note when requesters/technicians define a custom priority, it will override the values set in the global priority matrix configuration.
Example:
In the priority matrix: If Impact is Affects Maintenance and Urgency is High then Priority should be High.
Result in request form: If requester/technician selects Affects Business for impact and high for urgency in the request then, the priority field gets filled automatically and displays as High.