Re: [otrs] problems with Criticality – Impact – Priority matrix

Hi, Thanks for your answer. What you say is, more or less, what I understand. So, my question is: Why does OTRS asks for Impact _and_ for Priority when you create a ticket (AgentTicketEmail)? Is the Priority field ignored and the Tickedt Priority set as a function of Criticality and Impact? Juan Clavero Almirón De: Leonardo Certuche [mailto:leonardo.certuche@itconsultores.com.co] Enviado el: lunes, 16 de enero de 2012 16:01 Para: User questions and discussions about OTRS. Asunto: Re: [otrs] problems with Criticality – Impact – Priority matrix Hello, Each service has a Criticality associated, that's the Urgency of a ticket Every time you create a ticket, you're supposed to define the Impact of it Depending on those two values, a Priority is set from the Matrix. I hope this little explanation clarifies your doubt Leonardo Certuche www.itconsultores.com.cohttp://www.itconsultores.com.co Medellín, Colombia On 16 January 2012 09:39, Juan Manuel Clavero Almirón mailto:juanm.clavero@ibsalut.es> wrote: Hello, We use OTRS::ITSM and I don’t understand the Criticality – Impact – Priority matrix. I’ll try to explain what I understood so you can see my errors: I understand that there are 2 variables: Impact, due to the service, and Criticality, due to the incident. I can have an Incident with high Impact and low Criticality (e.g., a broken webserver that won’t make the correct salutation to my clients) and an Incident with low Impact and high Criticality (e.g., a server, that only our less important employee uses, is broken and doesn’t work at all). This way, you can get the Priority of an Incident as a combination of Impact and Criticality. But, in the AgentTicketEmail, OTRS asks for the Impact and for the Priority. Is then Criticality a combination of Impact and Priority? Is Priority a misstranslation of Criticality? Can anyone explain the Criticality – Impact – Priority Matrix to me? Juan Clavero Almirón --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs