[ForYourInformation -15] Priority Matrix

Tickets in an IT Organization are always considered as an important component. Priority is the key factor that defines its importance. More focus will be always on tickets with "High Priority" ( where the customer expects quick resolution). The ticketing tool used by the IT organization should have perfect metrics to identify tickets Priority. If we start considering all tickets based on labels as "High priority" it will burden the ticket coordinators and gives a chance of more ticket violations.

In the Service Desk Plus, we have a "Priority Matrix" feature, which gauges the ticket priority based on "Impact" and "Urgency" values set on the tickets. Admin pre-configures the priority with the respective business impact and urgency values as a graph in [Admin tab -> HelpDesk Customizer -> Priority matrix]

Things to know:

When Priority Matrix is configured, users will not have the option the directly select the priority value on ticket submission, he has to select the appropriate Impact and urgency value, based on selected values application will determine the Priority through "Priority Matrix"
By enabling the following option given on the screenshot below, will allow users to override the Priority Matrix.