![]() In this case, the Priority assigned to the incident depends on how the administrator configured the system to assign a Priority based on a calculated value of 21. If, however, an incident ticket is created with an Impact of Minor / Localized and an Urgency of Critical, the Priority is not set to Critical, because the combined value of Impact and Urgency is 21. In this system, any time that an incident ticket is created with an Impact of Significant / Large and an Urgency of Critical, the system automatically assigns the Priority of Critical, because the combined weight of Impact and Urgency equals 25. The Priority of "Critical" is assigned to any combination of Impact and Urgency that equals 25.The Urgency level of "Critical" is configured with a weight value of 20.With Step 2, you will set up an automation rule that checks the value of the Urgency and Impact fields and fires off the corresponding transition according to the matrix. You will also have 4 transitions to set the Priority to a value. The Impact category of Minor / Localized is configured with a weight value 1. After Step 1, the workflow transitions a change to Priority triage status as soon as an issue is created.The Impact category of Significant / Large is configured with a weight value of 5.When the person creating the incident ticket selects the Impact and the Urgency level for an incident, Incident Management adds the numerical weights together to calculate the Priority, such as Critical.įor example, consider the following system, which is configured as described below: When configuring Service Desk, the system administrator assigns numerical weights to each Impact category and each Urgency level. For the Priority value to align with the needs of your organization, administrators must configure the incident priority and weight ranges. Critical: Incident causes immediate and significant disruption affecting life. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year. The Impact and Urgency combine to affect the Priority in Incident Management. Urgency A measure of how long it will be until an Incident has a significant Impact on the organization.
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