URGENCY , PRIORITY , IMPACT

[KushalL]

URGENCY , PRIORITY, IMPACT

1. Does incidents , requested items , problems , change maintains the same URGENCY, PRIORITY , IMPACT value across all modules ; or shall we configure various values for each modules.

[Dr Atul G- LNG]

Hi @KushalL 

No, this is available only out-of-the-box (OOTB) in Incident and Problem modules, where the Property Matrix follows the proprietary model. Change and Request modules do not have anything like this. However, yes — both Incident and Problem use the same type of Property Matrix, but implemented in two different tab

[Ankur Bawiskar]

@KushalL 

Each customer is different.

Some customers use URGENCY, IMPACT, PRIORITY only for INC and not for Problems, Change, Request Items.

Some customers use it for all tables.

You can configure Priority Lookup based on your customer's requirement

See this link and you can configure it for your other tables as per customer

Varan Haiku : How to create priority lookup for cases 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @KushalL 

Yes, you can configure the Priority Matrix, but before that, you need to check if the requirement actually needs to be enabled or built for another module.

I worked as a Change Manager, and we did not enable or build a Priority Matrix for Change Management — because Change is more risk-driven, and priority is usually determined manually based on the risk level. However, if you still want to implement it, you can.

For Requests, it’s a similar case. Typically, priorities in Request Management are driven by due dates instead of strict priority values. For example, if a VIP raises a request and it’s assigned a low priority (like P4), they may still expect quicker resolution — so it's important to first understand the use case clearly before deciding whether to build the matrix