Hello,

I believe there is a bug in how impact, urgency, priority, and the priority matrix were created. If the administrator sets the priority matrix according to impact and urgency, only incidents and service requests follow the rules dictated by the priority matrix. Changes, problems, and any other request does not follow the rules dictated by the priority matrix. The priority matrix setup tab doesn't explicitly state anywhere that the priority matrix rules only apply to incident and service requests which makes me believe it should be following these rules on changes and problems as well. I would pass this information along to your development team for further clarification if this is how the priority matrix was intended to work and if so, maybe consider updating the help card on the priority matrix set up tab to explain that the matrix will only be followed for incident and service requests. Its quite misleading the way its currently described. Thanks.