Priority Matrix
The priority matrix helps you to determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis, and Urgency list in the x-axis of the matrix. Priority Matrix requires a one-time configuration by the Administrator.
Once you set the Priority for specific Impact and Urgency in the priority matrix, when a requester selects a similar impact and urgency combination in the new request form, then the priority of the request will be determined based on the matrix.
To set up Priority Martix,
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Login to the ServiceDesk Plus - MSP application using the user name and password of an admin user.
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Click the Admin tab in the header pane.
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In the Helpdesk block, click the Helpdesk Customizer icon
. The next page displays the list of request form attributes that can be customized on the left menu and the category list page. -
Click Priority Matrix from the left menu. The next page displays priority matrix with impact list in the y-axis and the urgency list in the x-axis.
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From the Priority Matrix page, click the priority link against specific urgency and impact, this opens the drop down box.
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Select the corresponding priority from the list. The priority will be set for the particular Impact and Urgency combination.
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Example |
In priority matrix : If Impact is Affects Business and Urgency is High then Priority should be High. |