The priority matrix helps you 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 Matrix,
Login to the ServiceDesk
Plus application using the user name and password of an admin user.
Click the Admin
tab in the header pane.
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
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.
the Priority Matrix page, click the priority link against specific urgency
and impact, this opens the drop down box.
Select the corresponding
priority from the list. The priority will be set for the particular Impact
and Urgency combination.
In priority matrix : If
Impact is Affects Business and Urgency
is High then Priority should be High.
Result in request form : If requester/technician selects Affects
Business for impact and high for urgency in the request then,
the priority field gets filled automatically and displays as high.