Ticket priority matrix
Priority Matrix
A Priority Matrix (also known as the Impact-Urgency matrix) is used to automatically assign a priority to an incident. The priority for an incident is set based on the Impact and Urgency of the event.Impact refers to the effect an incident has on service levels.Urgency refers to how soon an incident should be resolved.
Asset Impact
Asset impact is used for automatically passing impact from list of associated assets to "impact" field of Incident. Priority matrix logic on Incident will be applied according to updated Incident impact field.
It compares the existing "impact" field in Incident details page against respective impacts of all associated assets and updates the value to whichever is the highest among the two.
For example, if the existing Incident impact field value is "Medium" and when a "High" impact asset is associated with Incident, Incident impact field value will be updated to "High" from "Medium". This change is always from a lower value to higher and not the other way to ensure that system doesn’t downgrade existing higher impact. So, the value can change from "Low" to "Medium" or from "Medium" to "High" but not from "High" to "Low".
