Priority Matrix

Priority matrix helps determine the priority of a request automatically based on impact and urgency.

The priority matrix requires a one-time configuration by the administrator.

Role Required: SDAdmin

1. Go to Setup > Customization > Helpdesk > Priority Matrix. The priority matrix is displayed with urgency in the X-axis and impact in the Y-axis.
   
2. Click in a matrix cell to select priority for the corresponding urgency and impact.
   
3. Enable Allow requesters and technicians to override the priority matrix to allow users to update priority to requests. The custom priority values set  by users will override the priority value set via priority matrix.
   

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