Has anyone figured out the point of Urgency vs Priority on the Request form?

Gordon

On Incidents we, of course, derive Priority from an Impact and Urgency Matrix. SR has Urgency and Priority..I am clearly missing the point on how I should use this! Thoughts? 

Jonathan_Boles

Hey @Gordon, this is more of a "this is what we're doing" versus and answer but here goes: in our organizations SCSM environments we're using the priority as the analyst defined information wheres the urgency is something that we've exposed on certain requests for the user to select when they are submitting their Service request so it gives a little insight for analysts on the urgency the user is putting forth. Amazingly it's not always Immediate

Jonathan_Boles

@Gordon, yes, that's correct. I suppose there's several different ways to look at it. We came from using HEAT before and were using a single priority system (1-7) for SRs and IRs so coming into SCSM/Cireson Portal the urgency was kind of an "extra" field that we felt could be purposed to let the user share their importance of the request since SRs typically take a back seat to IRs.

Jonathan_Boles

Hey @Gordon, this is more of a "this is what we're doing" versus and answer but here goes: in our organizations SCSM environments we're using the priority as the analyst defined information wheres the urgency is something that we've exposed on certain requests for the user to select when they are submitting their Service request so it gives a little insight for analysts on the urgency the user is putting forth. Amazingly it's not always Immediate

Gordon

Jonathan, that's a great answer, so they operate independently for the most part? At least in your world, right?

Jonathan_Boles

@Gordon, yes, that's correct. I suppose there's several different ways to look at it. We came from using HEAT before and were using a single priority system (1-7) for SRs and IRs so coming into SCSM/Cireson Portal the urgency was kind of an "extra" field that we felt could be purposed to let the user share their importance of the request since SRs typically take a back seat to IRs.