Under the Required column, select Yes from the dropdown menu.Select the field's name in the table to edit the field.Tick the checkboxes next to Impact and Urgency and select Apply.In the request types entry, select Edit fields.In your service project, select Project s ettings ( ) > Request types.To ensure customers submit these fields, make them mandatory on your request type forms. Your automation rule relies on a request having the impact and urgency fields filled out. Require impact and urgency fields in the portal Yours may differ depending on your resources and other factors.Īdvanced: (Urgency = Critical AND Impact = "Extensive / Widespread") OR (Urgency = Critical AND Impact = "Significant / Large") OR (Urgency = High AND Impact = "Extensive / Widespread")Īdvanced: (Urgency = Critical AND Impact = "Moderate / Limited") OR (Urgency = High AND Impact = "Significant / Large") OR (Urgency = Medium AND Impact = "Extensive / Widespread")Īdvanced: (Urgency = Critical AND Impact = "Minor / Localized") OR (Urgency = High AND Impact = "Moderate / Limited") OR (Urgency = Medium AND Impact = "Significant / Large") OR (Urgency = Low AND Impact = "Extensive / Widespread")Īdvanced: (Urgency = High AND Impact = "Minor / Localized") OR (Urgency = Medium AND Impact = "Moderate / Limited") OR (Urgency = Low AND Impact = "Significant / Large")Īdvanced: Urgency = Medium AND Impact = "Minor / Localized") OR (Urgency = Low AND Impact = "Moderate / Limited") OR (Urgency = Low AND Impact = "Minor / Localized")Ħ. ![]() Below is a sample matrix for how our team thinks about priority. Work with your team to determine how your service desk prioritizes incidents. Use this document to train service desk team members and link to it from your portal.Ĭreate a priority matrix using your impact and urgency values They can help you define what makes a request urgent or what determines the impact of a certain request.Ĭreate a document in your linked Confluence knowledge base that captures these decisions. Include stakeholders from your vendors and other subject matter experts. Consensus empowers your team that their categorizations are correct and accurate. Aim to define and educate team members about how to assign impact and urgency to a request. We recommend you define what these terms mean to your team and document them in your knowledge base. Priority and urgency mean different things to different teams. Define impact and urgency values in your knowledge base Then, it discusses using these decisions to automate how priority calculation with these fields.Īt the end, you should know a bit more about automation and how it can help you remove all sorts of manual processes. Automation frees up your agents' time and makes your service desk more efficient. Some IT teams use an impact-urgency matrix to determine the priority of an issue. This page walks through an example for defining and documenting this matrix. Calculating the correct priority helps put requests into the correct SLA. And, they spend more time resolving IT service tasks. Your team spends less time triaging and prioritizing requests. Removing manual processes gives time back to your team. ![]() IT teams can set up their service desk to calculate a request's priority automatically. Jira Service Desk comes with some powerful automation tools.
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