Configuring Priority and Urgency for your SLA targets
In this recipe we will provide the steps to configure the Priority and Urgency settings in SCSM. The example we will use for the configuration is an organization with Priority 1 to 5 Service Level Agreements (SLA).
Getting ready
The input required for this task is a table with the values for calculating the matrix.
The following table is an example of a five priority matrix:
|
Impact | ||||
|---|---|---|---|---|
|
Low |
Medium |
High | ||
|
Low |
5 |
4 |
3 | |
|
Urgency |
Medium |
4 |
3 |
2 |
|
High |
3 |
2 |
1 | |
You must ensure you have successfully installed the SCSM product, are a user in the SCSM Administrators role, and have the SCSM console open.
How to do it...
- Let's navigate to Service Manager Console | Administration | Settings | Incident ...
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