![]() Go to the workflow that is used by your Change issue type.With Step 2, you will set up an automation rule that checks the value of the Urgency and Impact fields and fires off the corresponding transition according to the matrix. You will also have 4 transitions to set the Priority to a value. Impact: Extensive, Significant, Moderate, MinorĪfter Step 1, the workflow transitions a change to Priority triage status as soon as an issue is created.Make sure you have the following two custom fields of the type Select List (single choice), each containing the values listed in the previous table: See Defining priority field values and Associating priorities with projects for more details. You can also create priorities that are specific to your service desk. Note that the priority values listed above are just examples for this tutorial. ![]() Yours may differ depending on your resources and other factors. Below is a sample matrix for how our team thinks about priority. Work with your team to determine how your service desk prioritizes incidents. Create a priority matrix using impact and urgency values Automation frees up your agents' time and makes your service desk more efficient. Some IT teams use an impact-urgency matrix to determine the priority of an issue. This page walks through an example for defining this matrix. Then, it discusses using these decisions to automate how priority calculation with these fields.Īt the end, you should know a bit more about automation and how it can help you remove all sorts of manual processes. Calculating the correct priority helps put requests into the correct SLA. And, they spend more time resolving IT service tasks. ![]() Your team spends less time triaging and prioritizing requests. Removing manual processes gives time back to your team. IT teams can set up their service project to calculate a request's priority automatically. Jira Service Management comes with some powerful automation tools.
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