---
title: "Configure Priority Matrix"
slug: "configure-priority-matrix"
updated: 2026-01-05T11:38:14Z
published: 2026-01-05T11:38:14Z
canonical: "help.symphonysummitai.com/configure-priority-matrix"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Priority Matrix

If a Priority Matrix is configured, the Service Requests (SRs) can auto-select the Priority based on the selected combination of Impact and Urgency. You can configure and modify a Priority Matrix.

To configure Priority Matrix, perform the following steps:

1. Select **Request** > **Configuration** > **SLA Configurations** > **Priority Matrix**. Priority Matric List page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Priority Matrix(4).png)

Figure: Priority Matrix
2. On the **Priority Matrix** page, click on the **Add New** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add new(2).png) icon on the **Actions** panel.
3. Select **Tenant** under which Priority Matrix must be configured. Details page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Details Page.png)

Figure: Priority Matrix
4. Enter the required details on the Priority Matrix configuration page. For Field Description, refer to the following table:

| **Field** | **Description** |
| --- | --- |
| **DETAILS** |
| Urgency | Select an Urgency value from the list. |
| Impact | Select an Impact value from the list. |
| Priority | Select a Priority value from the list. |
| Active | Indicates the status of the Priority Matrix. - If selected, the Priority Matrix becomes an available option on the other pages of the application. - If not selected, the Priority Matrix becomes an inactive value. The inactive Priority Matrix values are not displayed in the **Priority Matrix** list on the other pages of the application. |
5. Click **Submit** to configure a new Priority Matrix.

#### ACTIONS

This section explains all the icons displayed on the **ACTIONS** panel of the **PRIORITY MATRIX** page.

**SHOW LIST**

Click **SHOW LIST** to display the **LIST** table showing all the Priority Matrices configured in the application for the selected Tenant. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Priority mat.png) Figure: Priority Matrix Action Panel ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Priority Matrix(4).png) Figure: PRIORITY MATRIX page: List of Priority Matrix values

### Edit Priority Matrix

- To edit a Priority Matrix value, click the **Urgency**. Make appropriate changes and click **SUBMIT**.
- To display the inactive Priority Matrix values, click the **Include Inactive** check box.

> [!NOTE]
> Note
> 
> When the Priority Matrix are displayed under the **LIST** table, the button **ADD NEW** and **IMPORT** are displayed on the **ACTIONS** panel**.**
> 
> - Click **ADD NEW** to configure a new Priority Matrix.
> - Click **IMPORT** to update or create multiple Priority Matrix, importing the Master Excel template. Upon clicking **IMPORT**, you will be redirected to the **EXCEL MASTERS IMPORT** page, where you can download the excel template and fill the required data to update in the **PRIORITY MATRIX** page.