Service Management Help

Service Request Management

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

Field Description

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

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.

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.

PRIORITY MATRIX page
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.

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.

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