Manage Ticket Priority

As an administrator, you can configure how the priority of tickets is established. You can handle ticket priority in the following two ways:

• Allow users to enter the priority of their tickets manually
• Configure the Priority Matrix

You can use the information in this article for all types of tickets, namely Service Request, Change Request, Incident, and Problem.

Manual Entry of Ticket Priority

If you do not enable auto prioritizing for tickets, users can manually enter priority for their tickets. By default, the auto prioritize feature is disabled.

Automate Ticket Priority

You can configure the application to establish the priority of a ticket from the impact and urgency entered by the requester. When you enable auto prioritization, the application uses the Priority Matrix feature to calculate the priority of tickets.

When the auto prioritize feature is enabled, you cannot modify the Priority field of a ticket directly. To modify the priority, change the values in the Impact and Urgency fields according to the mapping done in the Priority Matrix.

Auto-prioritization involves the following two steps:

Set Configuration Parameter

Enable the configuration parameter for auto prioritization of tickets.

Follow these steps:

1. Navigate to MANAGE> ADMINISTRATION> Tools> Configuration Parameters.
2. Select the parameter ENABLE_AUTO_PRIORITIZE_ON_TICKET.
   You can sort the Parameter Name column or can use the search and filter options for locating this parameter.
3. Set Parameter Value to Yes.
4. Click Apply Changes.

Configure Priority Matrix

The priority matrix is a mapping grid between the values available for the Impact and Urgency fields. The cell formed by the intersection of each value of Impact and Urgency sets the corresponding value for the Priority. You can change the values available in each cell. You can also use the default settings already available in the application. If you modify the value lists for Priority, Impact, and Urgency, the new values are applied to the priority matrix too. Ensure that you modify your priority matrix accordingly.

Follow these steps:

1. Navigate to MANAGE> ADMINISTRATION> Tools> Priority Matrix.
2. Select a ticket type.
3. Click the required cell in the matrix and select a new value for that cell.
4. After you have set the values for all the required cells, click Save.
5. Repeat the same procedure for each ticket type.