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

You can perform the following functions in Priority Matrix Configuration.

Configure Priority Matrix with Global Tenant
View Priority Matrix with Global Tenant in Local Tenant
Delink Priority Matrix

Configure Priority Matrix with Global Tenant

You can create a Priority Matrix with Global Tenant which is inherited to all the Local Tenants.

To configure the Priority Matrix, perform the following steps:

Navigate to Request > Configuration > SLA Configurations > Priority Matrix.
Select the GLOBAL TENANT from the Tenant list to create a Priority Matrix.
The Priority Matrix List page is displayed.
On the PRIORITY MATRIX page, click ADD NEW on the ACTIONS panel.
The PRIORITY MATRIX DETAILS page is displayed.

Enter the required details.
For more information on fields on the Details page, refer to Field Description.

Figure: PRIORTY MATRIX DETAILS 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 transaction pages of the application.

Click SUBMIT.
Configures a new Priority Matrix.

For more information on Configuring Priority Matrix, see Configuring Priority Matrix

View Priority Matrix with Global Tenant in Local Tenant

You can view the Priority Matrix with Global Tenant in Local Tenant. The created Priority Matrix displayed with a Globe icon corresponding to the Urgency Priority Matrix indicating that this Priority Matrix inherited from Priority Matrix created from Global Tenant.

To view the Priority Matrix Global configuration in the Local Tenant, perform the following steps:

Navigate to Request > Configuration > SLA Configurations > Priority Matrix.
Select a Local Tenant on the ACTIONS Panel, click SHOW LIST.
The PRIORITY MATRIX Listing page is displayed.

Figure: PRIORITY MATRIX page

Delink Priority Matrix

Delink means detaching connect from the Global configuration. In the PRIORITY MATRIX page, you can delink a Priority Matrix of Local Tenant from the Global Tenant. If the Local Tenant is deactivated then whatever changes you do in the local tenant will not displayed in Global Tenant or any other local tenant.

To delink Priority Matrix, perform the following steps:

Navigate to Request > Configuration > SLA Configurations > Priority Matrix.
On the PRIORITY MATRIX LIST page, click Urgency hyperlink.
The PRIORITY MATRIX DETAILS – GLOBAL CONFIGURATION page displayed.

Figure: DETAILS - GLOBAL CONFIGURATION

Note

If the Priority value is deactivated then a message 'The Priority Matrix data does not exists in the list. It may be deactivated' is displayed.
Click DE-LINK.
A message ‘A message 'By delinking Global Config, it will be converted to a Local Config, upon clicking Submit’ displayed on top of screen.
Click SUBMIT.
The de-linked Priority Matrix displayed with De-link icon.

Notes

If you create Priority Matrix locally and with same configuration created a Priority Matrix with Global Tenant then the application creates the configuration, however the precedence is by order by ID.
The exclamation mark corresponding to the master value indicates that the master value is deactivated. For Example, if the exclamation mark displayed for Priority Value
You cannot deactivate local tenant if it is used in any other transaction. A message ' A value is being used in open transaction here. Modify in them in the order to deactivate the value' is displayed.