Home General Discussion

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

GordonGordon Member Adept IT Monkey ✭✭
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? 

Best Answers

  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    Accepted Answer
    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 :)

Answers

  • Jonathan_BolesJonathan_Boles Customer Ninja IT Monkey ✭✭✭✭
    Accepted Answer
    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 :)
  • GordonGordon Member Adept IT Monkey ✭✭
    Jonathan, that's a great answer, so they operate independently for the most part? At least in your world, right?
Sign In or Register to comment.