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.
   

   Figure: Priority Matrix
   

2. On the Priority Matrix page, click on the Add New   icon on the Actions panel.
   

3. Select Tenant under which Priority Matrix must be configured.
   Details page is displayed.
   

   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 SummitAI application for the selected Tenant.

Figure: Priority Matrix Action Panel

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

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. For more information see Importing Master Template in SummitAI Platform.