Overview
- 21 Mar 2024
- 2 Minutes to read
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Overview
- Updated on 21 Mar 2024
- 2 Minutes to read
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- PDF
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Priority: Navigating Problems with strategic focus!
Priority refers to the level of importance assigned to a Problem Record. It helps determine the order in which Problem Records are addressed during the Problem resolution process.
Priority is an essential aspect of managing CRs effectively. It helps ensure that critical CRs are addressed promptly and that less CRs changes are addressed based on their relative importance. Priority also guides decision-making processes, such as change approval, scheduling.
The Priority of a CR is typically determined based on factors such as its impact, urgency, and the potential risks involved. The Priority levels may vary depending on the organization and its specific requirements.
User Persona: Administrator
Let's explore the following use case.
Use case User Persona: Administrator | Solution |
ACME receives a high volume of CRs from different departments and business units. However, there is a lack of visibility and clarity regarding the priority of these CRs. As a result, ACME struggles with delays in addressing critical CRs. | ACME's Administrator can configure a clear and standardized set of Priority levels that align with the ACME's objectives and operational needs. For example, create Priority levels such as High, Medium, and Low, or use a numerical or color-coded system to indicate the priority and importance of each CR. |
Configure Priority
Configure Priority levels to ensure effective CR prioritization, reduce delays, and minimize disruptions. This provides a clear framework for evaluating and approving CRs based on their priority.
To configure Priority, perform the following steps:
- Navigate to Design Studio > Select Module > Problem > Configurations > Problem SLA Configs > Priority. The Priority Listing page is displayed.
Figure: Priority list page - Click New. The Priority ID page is displayed.
Figure: Priority ID - Enter the required details as described in the following table and click Save.
Figure: Priority list page
Figure: Priority IDField | Description |
|---|---|
Tenant* | Select the Tenant from the dropdown menu for which you want to configure the Priority value for a Problem Record. |
Description | Mention a brief description about the Priority. Provide details on the circumstances under which this Priority should be assigned to the Problem Record and the specific outcomes it represents. Specify any dependencies or prerequisites that should be considered when assigning this Priority value. |
Priority Name | Enter the name of the Priority. |
Sort Order | Select the sort order in which the Priority values are displayed or listed within the ITSM system when Analysts are selecting or viewing them. |
Default | Select the check box to display the Priority for the selected Tenant, by default. |
Active | Select the check box to make the Priority 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. Click Reset to clear all the inputs in the Priority ID details screen. If you do not want to save the details and configure the Priority, click Cancel.
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