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The priority of an ITSM ticket 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 matrix

Impact / 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 add new impact or urgency options, please perform the following steps:

Open a record of any issue that has an impact or urgency field.
Right-click on the title of the field you need and select Configure field from the context menu appeared.
In the Related Lists area, click the Choice tab.
Click New, fill in the fields and click Save or Save and Exit to apply changes.

Field

Mandatory

Description

Table

Y

A table where to add a choice option. This field is populated automatically.

Column

Y

A column where to add a new record. This field is populated automatically.

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, the option of Impact "High" has value "3". If you add Impact "Very 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 value "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.

After you have added a choice option for a table, perform the same action for the Priority Matrix (itsm_dl_priority) table. The action sequence will be the same.

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:

Navigate to the Task table.
Open any record, right-click on the Urgency field title and choose Configure field option from the context menu appeared.
Scroll down to the Related Lists area and open the Choice tab.
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".
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:

Navigate to {your_instance_url}/list/itsm_dl_priority
Click New and fill in the fields.
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: Open Changed Protected.
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. For this, process these metrics value changes and select appropriate value from the itsm_dl_priority dictionary.