Impact and urgency
If they are in or on the process of the new ticket form, the Impact or Urgency fields are enabled, the Priority of the ticket is automatically set according to the values of these fields, see the priority table:
| Fall | High | Medium | Low |
|---|---|---|---|
| Emergency | |||
| High | critical | high | medium |
| Medium | high | medium | low |
| Low | medium | low | planning |
The priority can still be changed manually to any value.
Priority field values:
| Icon | Meaning |
|---|---|
| critical | |
| high | |
| medium | |
| low | |
| planning |
In addition, if SLAs with a quality index of 1 to 5 are available in the service, changing Impact and Urgency will also change the SLA to an SLA with a quality index according to the following table:
| Fall | High | Medium | Low |
|---|---|---|---|
| Emergency | |||
| High | 5 | 4 | 3 |
| Medium | 4 | 3 | 2 |
| Low | 3 | 2 | 1 |
Even if the SLA is set by the Impact and Urgency values, it can be changed to a different value.
If there is no SLA with a calculated quality index for the selected requester, the next higher one will be selected. If neither exists, the SLA with the highest quality index for the requester will be selected. If there are multiple SLAs with the same quality index, it is not defined which one will be selected.