The priority is used to establish timescales and effort to respond to and resolve an issue (Incident or Request). Priority is derived from an impact and urgency Priority Matrix.

  • Impact: Measures the effect of an Incident/Request (ex: Number of Customers affected/influenced by the Incident).
  • Urgency: Measures how long it will be until the Incident has a significant impact on the business (ex: If the e-mail server goes down, all Customers are immediately affected).

CSM uses Priority Matrixes to automatically calculate priority and to provide a visual perspective of how priorities align. Because Incidents and Requests typically require different priorities, each uses its own Matrix. Priority Matrixes are organized by Priority Groups so that they can be applied to Services. Default Priority Groups include:

  • Standard: Standard Priority Matrixes for Incident and Request.
  • E-mail/Calendaring: Priority Matrixes dedicated to the E-mail/Calendaring Service. Priority Groups and Priority Matrixes are configurable, so any Service/entity can have its own Priority Group/Matrix.

A Priority Matrix Element Form defines each priority that populates your Priority Matrix. This form is a child form, and is linked to and available from its parent SLA Form (Priority Matrix Elements tab in the SLA Form Arrangement).

For more information about the Priority Matrix Element Form, refer to the Priority Matrix Element Form documentation.