Elinore, You've gotten some good response which is that Impact + Urgency = Priority. Here's some examples that I cut/pasted from a presentation I have that shows possible definations for the different values. The example below is geared towards incidents. Impact Impact Definition Critical *Outage to Business Critical System *SLA Breach of Business Critical System *Multi Site Impact *Over X number of User Impacted High *Outage to Business Critical System *Data Integrity / Functionality Issue of Business Critical System *Performance Degradation of Business Critical System *Over X number of User Impacted Medium *Outage to Non Business Critical System *Data Integrity / Functionality Issue of Non Business Critical System *Single Department Impacted *Work Can Continue Low *Very Low / No Business Impact *Impact restricted to 1 or 2 Users Urgency Urgency Definition Critical *Business / User(s) have stopped *No viable workaround in place High *Resolution is required but satisfactory workaround in place Medium *Current impact is Low and work can continue *Resolution is Required Low *Extremely Low Impact *Resolution can be scheduled for when resources allow
>>> [EMAIL PROTECTED] 07/11/08 2:29 AM >>> Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 Hi all, I know this is a silly question but can someone clearly define the differences between Impact, Urgency and Priority in Incident Form and how do you actually use them? (i.e. can there an Incident with Urgency = Critical but have Priority = Low?) TIA. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
