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A The priority of the issue an ITSM ticket can be figured out based on its impact and urgency using 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 thisadd new impact or urgency options, please complete perform the following 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 a record of any issue that has an impact or urgency ;field.
  2. Right-click on the Urgency title the title of the field you need and select Configure dictionary item field 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 or Save and Exit to apply changes.
FieldMandatoryDescription
TableYA Select a table where to add a choice option. In the case of the Incidents (for example), it will be the Task tableThis field is populated automatically.
ColumnYA Select a column where to add a new record. This field is populated automatically.
TitleYNew option title.
LanguageYIn there, specify the two-symbol name of the language (ru, en, and so on). Generally, references to languages are stored in the Languages (sys_language) table.
ValueY

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

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


OrderYOption order. It grows in the ascending order.
HintNA text hint. This field is not mandatory.


Note

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


Example

In this example we create a new option for urgency field for the Task table. The new option will be "Critical".

To do that, perform the following steps:

  1. Navigate to the Task table.
  2. Open any record, right-click on the Urgency field title and choose Configure field option from the context menu appeared.
  3. Scroll down to the Related Lists area and open the Choice tab.
  4. Click New and fill in the fields.
    1. Enter "Critical" in the Title field.
    2. Since the urgency value of "Very High" is 4, enter 5 in the Value field for "Critical".
  5. Click Save or Save and Exit to apply changes.

After we have added "Critical" choice option for the Urgency field in the Task table, we perform the same action for the Priority Matrix (itsm_dl_priority) table. The action sequence is the same.


Adding new 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 {your_instance_url}/list/itsm_dl_priority
  2. Click New and fill in the formfields.
  3. Click Save or Save and Exit to apply changes.

Priority Data Lookup form field

FieldMandatoryDescription
ImpactNThe impact value you plan to use in the new priority value.
UrgencyNThe urgency value you plan to use in the new priority value.
PriorityNThe priority value figured out based on the impact and urgency.
ApplicationNThe application to which this priority value is related.
PolicyN

The current record protection policy. Available options:

  • Open
  • Changed
  • Protected.
OrderNThe 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

Low

Critical

Moderate

Low

Low

Low

Medium

Critical

High

Moderate

Low

Low

High

Critical

Critical

High

Moderate

Low
Very HighCriticalCriticalCriticalHighModerate


Note

Please keep in mind that if you want priorities to change dynamically in your task objects depending on selected impact and urgency values, then you have to implement relevant client logic designated as a client script for the Task table processing . For this, process these metrics value changes and selecting select appropriate value from the itsm_dl_priority dictionary.


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