Prioritize, resolve, succeed with Priority Matrix!

A Priority Matrix is used to determine the Priority of Problems based on their impact and urgency. It helps to assess and prioritize Problems to allocate appropriate resources and address them in a timely manner. The Priority Matrix typically consists of a two-dimensional grid or matrix, with Impact on one axis and Urgency on the other. The Impact represents the extent to which the Problem affects the business or the users, while the Urgency indicates how quickly the problem needs to be resolved.

If a Priority Matrix is configured, the Problem Records (PRs) can auto-select the Priority based on the selected combination of Impact and Urgency. This helps in effectively managing the Problem Records and minimizing their impact on the business and end-users.

User Persona: Administrator

Let's explore the following use-case.

Use Case User Persona: Administrator	Solution
ACME receives multiple PRs from different departments. Each PR has a different impact and urgency level. ACME is facing the challenge to understand the priority of each of the PRs.	Administrator Fredrick of ACME can configure Priority Matrix for the PRs. On configuration of Priority Matrix, the PRs can automatically select the Priority based on their Impact and Urgency. Some of the common examples are: High impact, high urgency High impact, low urgency Low impact, high urgency Low impact, low urgency

Configure Priority Matrix

Configure Priority Matrix by defining Urgency, Impact, and Priority of the PRs for a particular Tenant. Configuration of Priority Matrix allows for more accurate and consistent prioritization of PRs.

To configure Priority, perform the following steps:

Navigate to Design Studio > Select Module > Problem > Configurations > Problem Matrices > Priority Matrix.
The Priority Matrix list page is displayed.
Figure: Priority Matrix list page
Click New. A new record page for configuring Priority matrix is displayed.
Figure: Priority Matrix ID page
Enter the required details as described in the following table:

Field	Description
Tenant*	Select the Tenant from the dropdown menu for which you want to configure the Priority Matrix for a Problem Record. Once you select the Tenant, other fields in the configuration screen like Impact, Urgency, Priority become mandatory.
Criteria
Impact	Select the value of Impact from the dropdown menu. The options in the dropdown menu are as per the configured Impact values for Problem Records. There is anicon next to Impact. On hover over, it will display more information about Impact.
Urgency	Select the value of Urgency from the dropdown menu. The options in the dropdown menu are as per the configured Urgency values for Problem Records.
Priority
Priority	Select the value of Priority from the dropdown menu. The options in the dropdown menu are as per the configured Priority values for Problem Records.
Active	Select the check box to make the Priority Matrix available on the other pages of the application.

An asterisk (*) represents a mandatory field.

4. Click Save to save all the details and configure the Priority Matrix. If you do not want to save the details and configure the Priority Matrix, click Cancel.