Configure Priority Matrix for Incident Managment

Owned by Enterprise IT
May 08, 2024
3 min read

Priority Matrix configuration in Global Tenant

If a Priority Matrix is configured, the Incidents can auto select the Priority based on the selected combination of Impact and Urgency. You can configure a configuration in Global Tenant which is inherited by all the Local Tenants. For more information, see Global Tenancy Overview.  

You can perform the following functions in Priority Matrix Configuration in Global Tenant:

Configure Priority Matrix for Global Tenant 

To add Priority Matrix to the Global Tenant, perform the following steps:

  1. Navigate to Incident> Configuration > SLA Configurations > Priority Matrix.

  2. The Priority Matrix List page is displayed.

  3. Select the Tenant as GLOBAL TENANT.
    The Priority Matrix Details page is displayed.


    Figure: Priority Matrix Details Page

  4. Enter the required details fields that are explained in the following table.

    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.

For more information about Configuring Priority Matrix in Local Tenant, see Configuring Priority Matrix.

Viewing Configurations 

To view a configured Global value inherited to the Local Tenant, perform the following steps:

  1. Navigate to Incident> Configuration > SLA Configurations > Priority Matrix.

  2. Select a Local Tenant > In the ACTIONS Panel, click SHOW LIST.

    The Configured Priority Matrix will be represented by a Globe Icon  next to It.


    Figure: Global Icon next to Configured Priority Matrix. 

    Note
                   

    • All the configurations in the Global tenant are inherited to the Local tenant.

    • The ID of the Local value will not be the same as the Global value. In the backend, a copy of the copy value will be created for every Local tenant. These values will carry a reference to the Global value.

Delink Global Priority Matrix value 

The Delink option is provided in the Actions panel when there is a Global value configuration in the details page of a Local tenant. You can Delink a Global value configuration in Local Tenant to make changes to any properties that were earlier restricted as they were a Global value configuration.

To Delink a Global Priority Matrix value, perform the following steps:

  1. Navigate to Incident> Configuration > SLA Configurations > Priority Matrix.

  2. Select the desired Local Tenant.

    The Priority Matrix List page is displayed.

  3. Click on the ID of the Priority Matrix value to be Delinked.


    Figure: Delinking Priority Matrix value


  4. In the ACTIONS Panel, Click the De-link. 



  5. Click SUBMIT and then click OK to Save the details.

    After the details have been saved, you can view the Delinked Configuration.

    • The Delinked Configuration will be replaced by a De-link Icon to signify that the configuration has been converted to Local value.

    • When you hover over the icon you can view the tooltip as ‘Global value converted to Local value.’


    • A Global value once Delinked cannot be Re-linked.