How can I predefine the urgency in a ticket?
I'm trying to fill a field called "Urgency" to categorize my tickets basing in Priority and Impact fields. I would like to have a correspondency like the table above but I have no idea to do it. Anybody can help me?
V (IMPACT) | HIGH | MEDIUM | LOW | <-- (PRIORITY )
1 person inconvenienced | CRITICAL | HIGH | HIGH |
1 person can't work | HIGH | HIGH | MEDIUM |
Many people inconvenienced | HIGH | MEDIUM | MEDIUM |
Many people can't work | MEDIUM | MEDIUM | LOW |
There are no answers at this time