Why It Matters
A standardized priority matrix automatically calculates a ticket’s true severity based on user urgency and business impact. This prevents subjective guessing by agents and ensures that critical, business-stopping issues are handled before minor requests. This makes the priority matrix especially useful for incident management workflows where severity needs to be calculated consistently.
How It Works
- The Built-In Logic: AssetSonar uses a pre-configured matrix that automatically determines the final Priority of a ticket by intersecting its Urgency (how quickly a fix is needed) with its Impact (how much of the business is affected).
- Automated Calculation: When a user or agent submits a request and fills out these two fields, the system instantly plots them on the background grid to calculate the resulting severity.
- The Matrix Mapping: For example, plotting a “High” urgency alongside a “High” impact will automatically yield a “Very high” priority ticket.
Next Steps
Educate your end-users on the exact difference between Urgency and Impact within your service catalog forms so the system can accurately calculate and assign the correct priority routing from day one. (Note: You can reference the standard matrix table image in your IT documentation to help users understand how their inputs affect response times).
