Service Management Help
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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:
- Select Request > Configuration > SLA Configurations > Priority Matrix.
- On the PRIORITY MATRIX page, click the ADD NEW icon on the ACTIONS panel.
- Select the Tenant and type in the new Priority Matrix details. For information about the fields on the PRIORITY MATRIX page, see Field Description.
- Click SUBMIT. A new Priority Matrix is configured.
Figure: PRIORITY MATRIX page
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The following table describes the fields on the PRIORITY MATRIX page:
Field | Description |
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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.
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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 page: List of Priority Matrix values
- 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.
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When the Priority Matrix are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.
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