Defining and Mapping Impact and Urgency Values

Impact and urgency functionality is enabled for incidents in the Incident Management Feature Basics screen, and is permanently enabled for Problem and Change Management. Prioritization can encompass urgency (based on the amount of time a resolution is needed) and impact (usually the number of users affected). Use the Impact and Urgency configuration screen to define impact and urgency values that map to priority levels. These values are used by Incident, Problem, and Change functionality.

In the Incident, Problem, and Change screens, the defined values will be available in the Impact and Urgency fields for selection. The specified mapped priority will appear as default but all priority levels will available if permissions are configured for the support representative to change the priority.

Use the Impact tab to define values for the effect of an Incident, Problem, or Change on business processes. Click the Add link to add a value; use the Edit icon to make a change.

Use the Urgency tab to define values for the measure of how long it will be until an Incident, Problem, or Change has a significant effect on the business. Click the Add link to add a value; use the Edit icon to make a change.

Use the Mappings tab to associate impact, urgency, and priority values and to specify the defaults to appear when the associated values are selected in the Incident, Problem, and Change screens. Click the Add link to add a value; use the Edit icon to make a change. You can use the Show Pending Deletion link in that screen to display records that have been deleted by an iSupport user but are retained in the system because of references to other records (incidents, correspondence, etc.). The Database Maintenance agent ultimately removes these records.