Getting Started with Impact, Urgency, and Priority

Overview

Priority is based on impact and urgency, and is used to identify required times for actions to be taken on a ticket. Each ticket in TeamDynamix is required to have a priority, even if it is the default priority.

 

Ticket Urgency

The Urgency of the ticket is typically listed as Low, Medium, and High. This is meant to capture how quickly a resolution of the ticket is required. This is because the urgency reflects the time available for repair or avoidance before the impact is felt by the business.

 

Creating/Modifying Urgency

To create a Ticket Urgency:

  1. Login to TeamDynamix and go to the Admin application
  2. Click Applications 
  3. Click the Ticketing Application to work within
  4. Click 'Shared Ticket Settings'
  5. Click 'Urgencies' and '+ New'

 

To modify a Ticket Urgency:

  1. Login to TeamDynamix and go to the Admin application
  2. Click Applications 
  3. Click the Ticketing Application to work within
  4. Click 'Shared Ticket Settings'
  5. Click 'Urgencies'
  6. Click 'Edit' to modify

Ticket Impact

The Impact of the ticket is typically seen as it Affects User, Affects Group, Affects Department, and Affects Organization. This is meant to capture how widespread the issue or need is and potential damage caused before it can be resolved. Think of this as if an the incident were a meteor going to hit your institution, what are the areas of impact? If it were going to affect an entire organization, this should be weighted heavier than tickets that are only affecting a single user.

 

Creating/Modifying Impact

To create Ticket Impact:

  1. Login to TeamDynamix and go to the Admin application
  2. Click Applications 
  3. Click the Ticketing Application to work within
  4. Click 'Shared Ticket Settings'
  5. Click 'Impacts'
  6. Cick '+ New'

 

To modify Ticket Impact:

  1. Login to TeamDynamix and go to the Admin application
  2. Click Applications 
  3. Click the Ticketing Application to work within
  4. Click 'Shared Ticket Settings'
  5. Click 'Impacts'
  6. Click 'Edit' to modify


Priority Matrix

It is common for institutions to give tickets a priority in order to determine the value of the ticket. Tickets are generally an “Apples-to-Oranges” comparison, making it difficult to appropriate access order of response between tickets. The Priority Matrix aims to eliminate some uncertainty so that tickets can be compared more accurately. Users are not required to populate the impact and urgency of a ticket, but when completed the priority field is populated (based on the Priority Matrix).

 

Modifying Priority Matrix

To modify Priority Matrix:

  1. Login to TeamDynamix and go to the Admin application
  2. Click Applications 
  3. Click the Ticketing Application to work within
  4. Click 'Shared Ticket Settings'
  5. Click 'Priority Matrix'
  6. Set the created Impacts and Urgencies to result in desired Priorities

 

Gotchas and Pitfalls

  • When utilizing the priority matrix on a form all three attributes (Impact, Urgency, Priority) must be present and Priority must be editable or editable and required on the form for the process to work.  For example if you only provide Impact and Urgency as editable fields on the form then Priority will not be automatically set.  If you want to have the Priority set after only allowing editing of Impact and Urgency you may want to consider using automation rules to perform the Priority Assignment. 
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