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

Mina_SaidiMina_Saidi Customer IT Monkey ✭
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.

Best Answers


  • Geoff_RossGeoff_Ross Cireson Consultant Super IT Monkey ✭✭✭✭✭

    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.

  • Mina_SaidiMina_Saidi Customer IT Monkey ✭
    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.

  • Mina_SaidiMina_Saidi Customer IT Monkey ✭
    Thank you so much. this helps.
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