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.co
Medellín, Colombia

On 16 January 2012 09:39, Juan Manuel Clavero Almirón <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

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