These priorities appear as a drop down box and correspond to the values defined in the Call Priority window. For each impact and urgency combination, click in the table cell to select the priority to be used for that combination of urgency and impact.(You may like to adjust the column widths to see all of the columns.) The other columns each correspond to the values defined in the Call Urgency window. The Impact column shows the impact types that have been defined in Call Impact. Select Priority Matrix to open the window.In the Explorer pane, expand IPK Management. The System Administration window is displayed, with a menu of options available. Select Menu, then Admin, then select System Administration. The Priority field cannot be edited from within the Incident window. Once this setting is enabled, when you create a call, the Priority field will automatically complete based on the Impact and Urgency criteria that you select. In order for the Priority value to be automatically applied when creating a call, Impact-Urgency Priority Derivation must be selected on the IPK Settings window. You must have IPK Setup enabled within the Admin tab of your General Access Security Role.
Selecting a Priority Before you startĪs some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings. If your system is partitioned, you should create and define Call Impact, Call Urgency, Call Priority levels, and a Priority Matrix in each partition to ensure that calls logged via an incoming email account are allocated the correct Call Priority. You can set the Priorities to be applied to calls based on Urgency and Impact levels.Īccording to ITIL, the priority of a call should be derived from its urgency (how quickly the disruption in service is going to affect people) and its impact (how many people the disruption is affecting).
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