SummitAI Service Management Help

Problem Management

What is Priority Matrix?

You can configure the Priority Matrix for the selected combination of Risk, Impact, and Urgency. For the defined Priority Matrix, the Priority value is auto-populated under the General tab of a Problem Record (PR).

To configure Priority Matrix:

Select Problem > Configuration > Priority Matrix.
On the PRIORITY MATRIX page, click ADD NEW 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

Field Description

The following table describes the fields on the PRIORITY MATRIX page:

Field	Description
DETAILS
Matrix Type	Select the matrix type by which you want to configure the Priority Matrix: Impact/Urgency, Cost, CI Criticality, and Source. Based on this selection, appropriate fields are displayed on this page that you need to configure.
Priority	Select the Priority from the list.
Active	Indicates the status set for 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.

ACTIONS

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

Filters

Click Filters to specify a particular filter criteria to display the Priority Matrixes. On click the Filters icon, the FILTERS pop-up page is displayed. Select a value from the Matrix Type list and click SUBMIT.

FILTERS pop-up page

Figure: FILTERS pop-up page

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Priority Matrixes configured for the selected Tenant and the Matrix Type.

PRIORITY MATRIX page: List of Priority Matrix values

Figure: PRIORITY MATRIX page: List of Priority Matrix values

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

Note:

When the Priority Matrix values are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to add a new Priority Matrix value.

References

To configure Impact values for PRs, see Configuring Impact
To configure Priority value for PRs, see Configuring Priority
To configure Urgency, see Configuring Urgency

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