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Service request priority matrix12/31/2023 Moderate: Incident will cause some disruption in the near term. High: Incident causes immediate and significant disruption but not affecting life, safety, business transaction-critical or teaching-related services while in use. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year.Ĭritical: Incident causes immediate and significant disruption affecting life-safety, business transaction-critical, teaching-related services while in use. By default, it is the resource who is currently logged in.Urgency A measure of how long it will be until an Incident has a significant Impact on the organization. ![]() Specifies the contact person for this incident. Click the Browse icon and attach the file. Indicates if a file relating to the incident is attached. Indicates the date the incident resolution is accepted and verified for closure. Indicates the date the incident status is set to "Resolved". Note: Verify that you have the Incident - Create/Edit access right to view the field. Estimated Total Effortĭefines the estimated total amount of effort to resolve the incident. Indicates the date the IT worker is expected to complete the work and mark the incident resolved. Indicates the date the IT worker is expected to start working on the incident. You can also adjust the impact and urgency values by altering the timing of the incident or by temporarily altering the affected hardware or software. As an IT analyst, modify the priority for a single incident by altering the values in the Impact and Urgency fields. As an administrator, configure the impact and urgency values for all incidents in the incident priority matrix. The priority of an incident is a function of its impact and urgency. An incident priority helps IT managers determine the plan in resolving incidents. ![]() Otherwise, first select the Override Priority check box and then select a priority from the drop-down: Low, Medium, and High. If you do not have the Incidents - Override Priority access right, the priority is system-generated and read-only. Priorityĭefines the order of resolving incidents based on impact and urgency. Select the check box to override the priority of the incident. This field is displayed only if you have the Incidents - Override Priority access right. Incident priority is ranked by the Incident Priority matrix based on urgency and impact selections. Indicates if the priority of the incident can be overridden. Select one of the following from the drop-down: Low, Medium, and High. Select one of the following: Low, Medium, and High.ĭefines the extent to which the incident leads to a distortion of expected service levels. Select one of the following from the drop-down to change the status:ĭefines the critical measure the incident has based on business needs. The status of a new incident is set to New by default when you first save it. Note: You can change the incident category for an incident at any time. ![]() Click the Browse icon to select the incident category for this incident. Categoryĭefines the classification for this incident and helps to trace costs for unplanned work. Select Incident or Service Request from the drop-down. Detailed Descriptionĭefines the detailed description for the incident. If auto-numbering is enabled, the field is read-only. Tracking IDĭefines the tracking number for this incident. Complete the fields in the General section:ĭefines the name of the incident.Note: You can also create an incident when viewing an investment. Open Home, and from Demand Management, click Incidents.To report a new IT event, issue, or work request, create an incident. How to Manage Incidents › Create an Incident or Service Request
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