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.clav...@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 >
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