problems with Criticality – Impact – Priority matrix
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
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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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
Hello Juan actually as you change impact you will see priority changing to
corresponding value according to the matrix, but if you change priority
manually it will be set to the value you gave to it and it will stop being
changed automatically when you change impact
El 17/01/2012 06:03, "Juan Manuel Clavero Almirón"
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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** **
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participants (3)
-
Alvaro Cordero -
Juan Manuel Clavero Almirón -
Leonardo Certuche