Priority Management

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.

Based on the priority, issues can be categorized as:

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

The priority matrix

How to extend the priority matrix

Чтобы расширить матрицу приоритетов, нужно сначала добавить impact и urgency.
impact и urgency добавляются в choice. простой путь:
в любом инциденте right-click на impact/urgency -> configure dictionary -> дальше описать, как будет добавляться новый пункт в чойс -> дальше описать, как на основании импакта и урдженси создавать уровни приоритетов

Generally, the priority matrix is provided "as-is", having standard settings, but you can customize it, basing on your business tasks and priorities. The first thing to do is to add impact and/or urgency options.

To do this, please complete the steps below:

ну, допустим, я описал, как добавить импакт и урдженси

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

To do this, please complete the steps below:

1. Navigate to the System Policy → Priority Data Lookup;
2. Click New, fill in the form and then press Save.

Priority Data Lookup form field