In this recipe we will provide the steps to configure the Priority and Urgency settings in SCSM. The example we will use for the configuration is an organization with Priority 1 to 5 Service Level Agreements (SLA).
The input required for this task is a table with the values for calculating the matrix.
The following table is an example of a five priority matrix:
Impact | ||||
---|---|---|---|---|
Low |
Medium |
High | ||
Low |
5 |
4 |
3 | |
Urgency |
Medium |
4 |
3 |
2 |
High |
3 |
2 |
1 |
You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.
Let's navigate to Service Manager Console | Administration | Settings | Incident Settings and click on Properties under Tasks.
Select the Priority Calculation tab on the left and fill the settings in using the Priority Calculation matrix table:
Click on OK to confirm the priority calculation settings.