Impact and Urgency are metrics used to assist users in determining the priority of a Ticket.
Users can input the Impact and Urgency of an issue/request based upon the information provided by the customer and have the system automatically assigns a priority based upon your organizations business rules.
Impact of the Ticket is a measure of the effect it has on the customer. Commonly Impact is represented by a measure of how many users, services or systems are affected.
Typically, Tickets affecting a single user would have a lower impact than one affecting an entire company.
Urgency of the Ticket is a measure of the extent to which the Ticket’s resolution can bear delay. Urgency is often influenced by the service that is affected, the nature of the issue/request and commitments to customers on resolution times for certain types of issues.
For example, a Ticket opened because an end-subscriber web portal is unavailable would have a higher urgency than a Ticket reporting an error with a single report within the portal.
Users have the option of either directly specifying the Priority of Ticket when creating it or having Priority be calculated by the Impact and Urgency.
The following Impact and Urgencies are listed by default:
1 - High
2 - Medium
3 - Low
In order to have Priority be calculated administrators must specify which combinations of Impact and Urgency map to what Priorities.
A typical Priority matrix may look like this:
Impact
High
Medium
Low
Urgency
High
1
2
3
Medium
2
2
3
Low
3
3
3
Note
The IDI platform allows a separate Priority matrix to be configured for each Ticket Type.