Priority Matrix

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.
Go to Admin > Helpdesk Customizer > Priority Matrix. The page displays priority matrix with impact list in the y-axis and the urgency list in the x-axis.
From the Priority Matrix page, click the priority link against specific urgency and impact, this opens the drop-down menu.
Select the corresponding priority from the list. The priority will be set for the particular Impact and Urgency combination.

Example

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.

When circumstances dictate priority can be changed manually provided the user is enabled with the option to override current priority values under priority matrix.