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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:
- Low
- Medium
- High
- 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:
- Low
- Medium
- High
- Very High.
Based on the priority, issues can be categorized as:
- Low
- Moderate
- High
- Critical.
The priority matrixImpact / Urgency Low Medium High Very High Low Low Low Moderate High Medium Low Moderate Moderate High High Moderate Moderate High Critical Very High High 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 | Mandatory | Description |
|---|---|---|
| Table | Y | Select a table where to add a choice option. In the case of the Incidents (for example), it will be the Task table. |
| Column | Y | Select a column where to add a new record. |
| Title | Y | New option title, |
| Language | Y | In 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. |
| Value | Y | The option value. This is a numeral field. 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. |
| Order | Y | Option order. It grows in the ascending order. |
| Hint | N | A text hint. This field is not mandatory. |
After you've added this choice option for the Task table, perform the same action for the Priority Data Lookup (itsm_dl_priority) table. The action sequence will be the same, just choose another table in the Table field.
Adding new priority combinations
When you're done, you are ready to extend the priority matrix.
To do this, please complete the steps below:
- Navigate to {your_instance_url}/list/itsm_dl_priority
- Click New and fill in the form.
- Click Save or Save and Exit to apply changes.
Priority Data Lookup form field
| Field | Mandatory | Description |
|---|---|---|
| Impact | N | The impact value you plan to use in the new priority value. |
| Urgency | N | The urgency value you plan to use in the new priority value. |
| Priority | N | The priority value figured out based on the impact and urgency. |
| Application | N | The application to which this priority value is related. |
| Policy | N | The current record protection policy. Available options:
|
| Order | N | 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 |
|---|---|---|---|---|---|
Low | Critical | Moderate | Low | Low | Low |
Medium | Critical | High | Moderate | Low | Low |
High | Critical | Critical | High | Moderate | Low |
| Very High | Critical | Critical | Critical | High | Moderate |
Please keep in mind that if you want priorities to change dynamically in your task objects depending on selected impact and urgency values, you have to implement relevant client logic designated as a client script for the Task table processing these metrics value changes and selecting appropriate value from the itsm_dl_priority dictionary.
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