Introduction

Priorities help define the importance and response level of a service desk ticket or entity. They ensure that resources are allocated appropriately based on how critical the issue is and how urgently it needs to be addressed. These priorities are determined by a Priority Matrix, which is built by mapping Business Impacts to Urgencies. By defining both values clearly, you can automatically assign the right priority to an issue when it’s raised.

Key Definitions

  • Business Impact: Represents the extent to which the issue disrupts services or business operations. A higher impact usually indicates that a larger portion of users or critical systems are affected.
  • Urgency: Indicates the speed at which the issue requires resolution. Higher urgency demands quicker attention to avoid further business disruption.

Supported Priority Levels

The system supports the following predefined priority levels:

  • Very Low
  • Low
  • Normal
  • High
  • Urgent

These levels help standardize the treatment of tickets and ensure SLAs are aligned with business expectations.

Define Business Impacts

To create a new business impact:

  1. Navigate to Setup > Account > Service Desk.
  2. Under Configuration section, select Business Impacts and Urgencies.
  3. On the BUSINESS IMPACTS page, click + Add.
  4. Enter a name and description that clearly defines the impact level.
  5. Click ADD to save.

Defining Urgencies

  1. Navigate to Setup > Account > Service Desk.
  2. Under Configuration section, select Business Impacts and Urgencies.
  3. On the URGENCIES page, click + Add.
  4. Enter a name and description that clearly defines the impact level.
  5. Click ADD to save.

Priority Mapping Approaches

You can configure the priority matrix using two methods:

Forward Mapping

In forward mapping, you start by selecting combinations of Business Impact and Urgency, and then assign a corresponding Priority.

Reverse Mapping

In reverse mapping, you begin by selecting a Priority level and then define which combinations of Business Impact and Urgency map to it.

This mapping ensures consistency in how tickets are prioritized and improves efficiency in incident and request handling.