uControlSection — Priorities
Section — Priorities
What this section captures
The Priorities section defines the three building blocks of every ticket’s priority calculation:
Impact — how widely the issue affects the business.
Urgency — how time-sensitive the resolution is.
Priority Matrix — the lookup that turns an Impact × Urgency pair into a Priority (P1 / P2 / P3 / P4).
Why it matters
Every ticket logged in the ITSM tool gets a Priority via this matrix. Get it wrong and tickets end up under- or over-prioritised, SLAs misfire, and dashboards lie about how busy the team is.
How to fill it in
On the Impact sub-tab, add the impact levels in order from most to least severe. Use the Value column for the rank (1 = highest impact). Common set:
1 — High (whole site or business unit affected)
2 — Medium (department or many users)
3 — Low (single user or small group)
On the Urgency sub-tab, define urgency the same way (1 = most urgent).
On the Priority Matrix sub-tab, set the resulting Priority for every Impact × Urgency cell. The UI shows a grid you can click to set.
Worked example
A 3×3 matrix is the most common shape and looks like this:
| Urgency 1 (High) | Urgency 2 (Medium) | Urgency 3 (Low) |
|---|---|---|---|
Impact 1 (High) | P1 | P1 | P2 |
Impact 2 (Medium) | P1 | P2 | P3 |
Impact 3 (Low) | P2 | P3 | P4 |
How AI uses this
When you run ✨ Suggest priorities from the Incident or Request Categories pages, the AI uses these Impact / Urgency labels and their numeric ranks as anchors. The clearer your labels (e.g. “High — whole site affected” rather than just “P1”), the better the AI’s suggestions will be.
Approval implications
This section follows the standard four-state approval lifecycle: Draft (editable) → Submitted (locked, awaiting the customer’s Manager) → Manager Approved (locked, awaiting the Partner approver) → Final (fully signed off and locked). A reviewer can reject the section back to Draft, with a reason, at either approval step.
The matrix is referenced by every category row downstream. Don’t lock Final until Impact, Urgency and Matrix are all settled — rejecting back to Draft to add a new Impact level is mildly painful because it forces every category row to be re-checked.