Hi everybody

The priority matrix is perfect to determine all the deadlines and the SLA, and is also perfect to follow the requests.

Unfortunately, it seems that this priority matrix can't be used when we create some services in the Service Catalog.

According to some contacts, it seems to be normal (we must use the SLA from the Workflow tab in the service request), but, if, for some reason, we change the urgency or the impact of a service request, the SLA is not automatically changed (even if the priority is automatically changed) and it's also not possible for us to change manually the SLA.

For example, if I create a Service Request named "Printer problem", the priority will be different if it's a production problem (with direct impact to the client) and if it's a personnal printer problem (with only one people impacted by the problem, and no direct impact to the client). It will be very hard for us to create (and to use) one Service Request by kind of impact.

Do you thing it will be possible, in the future, to give the possibility to use the priority matrix for Service Catalog/Service Request like we use for "normal" requests ? Or there is another possibility (except create one service request by impact/urgency) ?

Thanks by advance

Best regards