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A priority of the issue can be figured out based on its impact and urgency using a priority matrix.
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The impact of an issue indicates the measure of the potential effect on the business user or service or CI. In SimpleOne, the impact can be categorized as:
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The urgency of an issue indicates the measure of time until an issue has an impact on the business. In SimpleOne, the urgency can be categorized as:
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Based on the priority, issues can be categorized as:
- Low;
- Moderate;
- High;
- Critical.
The priority matrix
| Impact / Urgency | Low | Medium | High | Very High |
|---|---|---|---|---|
| Low | Low | Low | Moderate | High |
| Medium | Low | Moderate | Moderate | HighCritical |
| HighHigh | Moderate | Moderate | HighCritical | Critical |
| Very High | CriticalHighCritical | High | Critical | Critical |
How to extend the priority matrix
Adding impact and urgency options
Generally, the priority matrix is provided "as-is", filled with standard settings, but you can customize it, basing on your business tasks and priorities. The first thing to do is to add more impact and/or urgency options.
To do this, please complete the steps below (shown for Urgency):
- Open any Incident (for example). It may be a Change Request as well, or a Problem, or any other issue that has an urgency;
- Right-click on the Urgency title and select Configure dictionary item from the context menu appeared;
- In the Related Lists area, click the Choice tab.
- Click New, fill in the fields and click Save.
| Field | Description | ||
|---|---|---|---|
| Table | Select a table where to add a choice option. In the case of the Incidents (for example), it will be the Task table. | ||
| Column | Select a column where to add a new record. | ||
| Title | New option title, | ||
| Value | The option value. This is a numeral field.
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| Order | Option order. It grows in the ascending order. | ||
| Hint | A text hint. This field is not mandatory. |
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After you've added this choice option for the Task table, perform the same action for the Priority Data Lookup table (dl_priority). The action sequence will be the same, just choose another table in the Table field. |
Adding new data lookups
When you're done, you are ready to extend the priority matrix.
To do this, please complete the steps below:
- Navigate to System Policy → Priority Data Lookup;
- Click New, fill in the form and then press Save.
Priority Data Lookup form field
| Field | Description |
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| Impact | The impact value you plan to use in the new priority value. |
| Urgency | The urgency value you plan to use in the new priority value. |
| Priority | The priority value figured out based on the impact and urgency. |
| Order | The priority position on the list. |
Repeat these actions until your priority matrix covers all the possible combinations of the impact and urgency.
Extended priority matrix (example)
Urgency / Impact | Very High | High | Medium | Low | Very Low |
|---|---|---|---|---|---|
| Very High | Critical | Critical | Critical | High | Moderate |
High | Critical | Critical | High | Moderate | Low |
Medium | Critical | High | Moderate | Low | Low |
Low | Critical | Moderate | Low | Low | Low |
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