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Impact and Urgency

If the Impact and Urgency items are enabled for a process in a service, these items will be used to set up the Request Urgency automatically; see the Priority Table below:

Impact High Medium Low
Urgency
High critical high medium
Medium high medium low
Low medium low planning

The priority can be changed manually to any value though.

Note:
Priority Values:
Icon Czech English
Priority – critical kritická critical
Priority – high vysoká high
střední medium
Priority – low nízká low
Priority – planning plánování planning

If SLAs are available for the service with quality index 1–5 and if you edit the Impact and Urgency items, the SLA index will change accordingly from SLA to SLA with Quality Index based on the following table:

Impact High Medium Low
Urgency
High 5 4 3
Medium 4 3 2
Low 3 2 1

If SLA is set based on the values used in Impact and Urgency, you can always change it to a different value.

Note:

If no SLA with a calculated quality index exists for the selected requester, the next higher-level SLA will be selected. If no such SLA exists, the system selects the SLA with the highest quality index for the requester.
If there are multiple SLAs with the same quality index, there is no definition of which SLA will be selected.

 

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