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A priority of the issue can be figured out based on its impact and urgency using a priority matrix.

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:

  1. Low;
  2. Medium;
  3. High;
  4. Very High.

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:

  1. Low;
  2. Medium;
  3. High;
  4. Very High.


Based on the priority, issues can be categorized as:

  1. Low
  2. Moderate;
  3. High;
  4. Critical.


Excerpt

The priority matrix

Impact / UrgencyLowMediumHighVery High
LowLowLowModerateHigh
MediumLowModerateModerateHigh
HighModerateModerateHighCritical
Very HighHighHighCriticalCritical


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):

  1. Open any Incident (for example). It may be a Change Request as well, or a Problem, or any other issue that has an urgency;
  2. Right-click on the Urgency title and select Configure dictionary item from the context menu appeared;
  3. In the Related Lists area, click the Choice tab.
  4. Click New, fill in the fields and click Save.
FieldDescription
TableSelect a table where to add a choice option. In the case of the Incidents (for example), it will be the Task table.
ColumnSelect a column where to add a new record.
TitleNew option title,
Value

The option value. This is a numeral field.

Info

The Value field should be filled following the rule: the value must be relevant to the impact or the urgency.

For example, there is an option of Impact = High with value = 3 exists. If you are adding Impact = Very Hiigh (which is higher than high), then you need to increase the value so that it will be 4.

And if you are adding Impact = Medium (which is lower than High), so decrease the value to 2.


OrderOption order. It grows in the ascending order.
HintA text hint. This field is not mandatory.


Note

After you've added this choice option for the Task table, perform the same action for the Priority Data Lookup table  (itsm_dl_priority) table. The action sequence will be the same, just choose another table in the Table field.


Adding new

data lookups

priority combinations

When you're done, you are ready to extend the priority matrix.

To do this, please complete the steps below:

  1. Navigate to System Policy → Priority Data Lookup;to {your_instance_url}/list/itsm_dl_priority
  2. Click New , fill and fill in the form and then press Save.
  3. Click Save or Save and Exit to apply changes.

Priority Data Lookup form field

FieldDescription
ImpactThe impact value you plan to use in the new priority value.
UrgencyThe urgency value you plan to use in the new priority value.
PriorityThe priority value figured out based on the impact and urgency.
OrderThe 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)

HighMediumLowModerateLow

Urgency / Impact

Very High

High

Medium

Low

Very Low
Very High

Low

Critical

Critical

Moderate

Critical

Low

High

Low

ModerateLow

Medium

Critical

Critical

High

Moderate

Low

Low

High

Critical

Critical

High

Moderate

LowLow
Very HighCriticalCriticalCriticalHigh

Low

LowModerate



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