What are priority levels in Jira Service Management?
The priority level of a work item conveys the severity of a work item so that agents can react accordingly
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Best practices for automatically prioritizing requests
Jira Service Management comes with some powerful automation tools. IT teams can set up their service project to calculate a request's priority automatically.
Removing manual processes gives time back to your team. Your team spends less time triaging and prioritizing requests which provides more time for resolving IT service tasks. Calculating the correct priority helps allocate requests into the correct service level agreement (SLA).
Some IT teams use an impact-urgency matrix to determine the priority of a work item to help determine which requests should be automatically prioritized. The definitions of urgency and impact could be defined in your knowledge base to ensure all members of the team have the same understanding of the terms.
How impact and urgency are used to calculate priority
The measure of impact and urgency are used to create a priority for an incident.
How should my team define impact and urgency of requests?
The terms impact and urgency should be clearly defined in your knowledge base to ensure common understanding in your team.
Create an impact urgency priority matrix
Find out how to use an impact urgency priority matrix to create incident priorities.
Create an automation rule to prioritize your incidents
Custom automation rules can be created to automatically prioritize requests.
Set mandatory fields to automatically prioritize incidents
Impact and urgency fields can be created as mandatory fields so ensure they are completed by customers.
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