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", 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:

Где-то перешли правой кнопкой на configure dictionary, хоть это и не очень правильно, ну да не суть

Now fill in the form and click Save.

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