How to create priorty matrix. Impact/Urgency field determine priority

Mina_Saidi

Hi Team,

i was wondering on how to create fields that are determined on the input provided in other fields.

e.g. we have an incident form with two questions - Impact and Urgency. depending on the options selected in the drop down field it determines the priority.

I want to set up the same thing in new templates

e.g. risk and impact and determine a risk likelihood for a change request.

i have had a look at how to set this up but i cant find it in the templates section the SLA objects.

any ideas on how to create this?

Thank you.

Geoff_Ross

Mina,

It's an out of the box piece of functionality. You can configure it in the SCSM console in Administration, Settings, Incident Settings, Priority Calculation.

Geoff

Geoff_Ross

Geoff_Ross

@Mina_Saidi

There is nothing like this out of the box on Service Requests, only Incidents. But it could be achieved with some customisation, triggered on change of Risk or Impact and calculating a value for a custom Risk Likelihood field.

Geoff

Mina_Saidi

Thanks Geoff,

Would you know how this is set up for incidents? im trying to figure out how it was set up for us for incidents but i cant find the area to configure this under.

Geoff_Ross

Mina,

It's an out of the box piece of functionality. You can configure it in the SCSM console in Administration, Settings, Incident Settings, Priority Calculation.

Geoff

Geoff_Ross

Mina_Saidi

Thank you so much. this helps.