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The Priority determines the timeframe in which an Incident should be handled and sets the service level targets adopted by the Incident that drive the SLA triggers and actions. It represents the degree of importance of the Incident to the Customer and also indicates the urgency of the request to the Technician.
An Incident can have one of four possible Priorities:
Urgent
High
Medium
Low.
The Administrator configures the options for determining the Priority within the Setup>Privileges>Request tab. The Priority options include:
Selected Priority - where the system configured default Priority is applied to the request but can be manually adjusted by the User.
Derived Priority - where the Impact is derived from the Item Criticality and the User enters the Urgency, enabling the system to calculate the Priority.
Urgency: The value selected reflects how quickly a resolution is required.
Impact: The value selected indicates the impact the Incident has on the User and Organization. The higher the Impact the higher the Priority to resolve the Incident.
If the Administrator has set the Request Priority option to Derived, the Priority of an Incident results from the Impact being mapped from the Criticality of the Item and then combined with the selected Urgency. However, if required, the Impact can be manually adjusted within the Incident Information screen to affect the Priority.
The following table displays the calculations applied by the system using the Item Criticality mapped directly to the Incident Impact, to determine an Incident's Priority:
The above calculations result in the following Priorities:
